Harvard Business Review

JULY 17, 2012

The bank has a framework within which every employee understands the business objectives of earning customer loyalty, and where every business practice is designed to encourage both systematic and spontaneous attempts to wow customers. The result: dramatically lower employee attrition, lower costs, and higher customer loyalty.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Harvard Business Review

JULY 17, 2012

The bank has a framework within which every employee understands the business objectives of earning customer loyalty, and where every business practice is designed to encourage both systematic and spontaneous attempts to wow customers. The result: dramatically lower employee attrition, lower costs, and higher customer loyalty.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Harvard Business Review

DECEMBER 28, 2016

Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Customer Lifetime Value : This is the net present value of all future customer revenues with account for attrition and your discount rate. Empowerment.

Attrition 10

Attrition Metrics Net Present Value KPI 10