Customer Experience & Retention
Track the relationship from inquiry through service, repeat purchase, referral and long-term customer value.
Customer service is a measurable operating system.
The company should understand the customer from first inquiry through repeat purchase, support, referral and long-term value.
Discovery + source
Speed + quality
Fit + economics
Experience + quality
Follow-up + repeat cycle
Review + referral
Unified customer history
Calls, texts, emails, app messages, quotes, payments, appointments, projects, complaints and reviews.
Retention intelligence
Repeat rate, churn, inactive customers, lifetime value, service cycle and win-back opportunities.
Mobile interaction
Management and employees should be able to communicate and update work from the devices they actually use.
Customer app / portal
Status, messages, approvals, documents, payments, appointments, support and future service.
Follow-up discipline
Who contacted the customer, when, what happened and what should happen next.
Service quality
Response time, complaints, unresolved issues, sentiment and whether process changes improve the experience.