Expert Advice for Marketing Leaders on MarTech, AI, & CX
Articles and insights about customer experience for CX and marketing professionals.
This article discusses why brands must adopt a customer lifetime value model as one of their primary organizational KPIs and the importance of creating long-term, loyal customers over continual customer churn from dissatisfied customers.
In this first article in the series, I will explore the first North Star goal — providing a one-to-one, omnichannel personalized experience.
I have identified four core principles that I call our North Star goals. They may not be immediately achievable for even a sophisticated company, but all brands should strive to reach them.
