The events of early 2020 have changed the way companies and customers interact, perhaps permanently. For many companies, digital transformation and the prioritisation of online selling or ecommerce capabilities has been accelerated, but offline customer experiences (CX) have changed too. For many companies, the processes that were put in place during the times of COVID-19 lock-downs and Read more…
The simplest way to calculate LVT is to multiply the average spend per visit by the number of visits per puchase cycle and then by the predicted number of cycles the customer will repeat. Let’s use a simple example. A fast-food restaurant has a menu where all the products are a similar price and most customers order Read more…
Think of Customer Experience (CX) as a river. A great river like the Nile or the Amazon. Where does it begin? Chances are that there are many tributaries. Over time, the course may change. Large bends become billabongs or oxbow lakes. Sometimes, the river may run dry and water never make it to the sea or the Read more…
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