Creating Customer Lifetime Value

Customer lifetime value (CLV) is the dollar amount that represents a customer’s worth to your business from first transaction to last. CLV calculation=revenue x gross margin x average number of repeat purchases. The CLV is a powerful metric because even small increases in CLV can lead to huge gains in overall revenue. For example, get … Continued


Small Gestures to Make Customers Feel Valued

We live in a data-driven and digital-first world, making it easy for companies to overlook the value of genuinely connecting with customers. Even as consumers yearn for self-service options to speed up transactions with brands, and even as they opt to research products and services long before contacting a vendor about a purchase, they still … Continued


Five Ways to Please Disgruntled Customers

Moment after moment, day after day, customer care agents are presented with a string of opportunities to promote customer engagement. In the contact center, many such moments are a challenge. Emotions sometimes take center stage. Customers may call feeling disappointed about a purchase, stressed about a bill, or worried about missed deliveries. These emotional reactions … Continued


How to Stand Out In a Fiercely Competitive Marketplace

Today, it’s hard for brands to stand out from their competitors, as every business leader is trying to outdo their rivals with better marketing, more competitive pricing, and improved product suits. It seems as though everyday there’s a new business entering your respective market and vying for your customer base. When it comes down to … Continued


Three Customer Care Resolutions You Can Actually Keep

It’s that time of year again. New Year’s is just days away and people all over the world will be making lofty resolutions for the coming year. For example, come January, the gyms will be crowded with people who’ve committed to getting fit in the New Year. By February, however, many of those same individuals will be … Continued


Make New Friends and Keep The Old: A Lesson In Customer Retention

You might be familiar with the saying, “Make new friends and keep the old, one is silver the other is gold.” Well, the same is true in the customer care space. While it’s certainly important for companies to acquire new clients, it’s just as important—if not more—to focus on retaining existing ones. After all, research suggests … Continued


Defining and Delivering Next-Level Customer Care™: My Personal Journey

Sometimes I simply cannot believe that 30 wonderful years have already passed since my first day at InfoCision. Since 1985 I’ve been right here, honing my skills, satisfying my hunger to learn more and working with industry experts who, along the way, have successfully helped me define and deliver what I call “Next Level Customer … Continued


Why Customer Care Is Worth More Than Advertising

Well-executed advertising campaigns can be important in attracting new customers, but at the end of the day excellent customer care is the most vital ingredient for successfully conducting business. Having a company with a strong advertising arm but poor customer care is like driving a $50,000 car with a $100 engine; it may look good … Continued


Multichannel Marketing Services Are a Brand Reputation Booster

We’re living in the age of the self-empowered consumer, a customer that has endless resources at his or her fingertips thanks to the ubiquity of digital channels and personal devices. Due to this technologically enhanced environment, consumers’ customer care expectations have reached new heights. Now your potential buyers, as well as your existing customers, want … Continued


Three Crucial Takeaways from the Target Data Breach

Who can forget the now infamous Target hacking? During the 2013 holiday season, the company suffered a massive data breach where hackers stole the credit card and personal information of perhaps as many as 110 million customers. The network security breakdown is still being scrutinized and, for now, it remains unclear what steps the company … Continued