Tag: customer life cycle

Leakage rates in banking scenarios – McKinsey via Twitter

Holistic optimization: identifying and reducing leakage rates in banking and beyond

A leaky bucket is not just a computer algorithm or a bucket with holes in it. The concept of leaky buckets is also known in customer experience management, business process optimization and conversion optimization....

comScore: the shopping and customer experiences across buying stages

Excellent customer experiences and relevant touchpoints, across all channels, are rapidly becoming the focal point for smart marketers. Customer satisfaction is not a goal anymore. It is – or should be – a basic...

Jim Sterne: the customer is more visible than ever

Jim Sterne is among many other things, Chairman of the Digital Analytics Association. In this interview, Jim shares his views on the role of social media marketing, obviously looking at analytics and metrics/ROI of...