Lifetime value in some financial services markets can be measured literally over a customer's lifetime. In other markets it takes less than a year or two for your customers to switch to a competitor. But whatever market you are in, there are principles and methodologies available to help capture and calculate the lifetime value of your customers, and understand the impact on business strategy and customer experience design. The session will focus on the practical tools that can be used to understand lifetime customer value, and will include examples of current best practice from other sectors, including retail.
Morris Pentel, Chairman, The Customer Experience Foundation
Ian Golding, Managing Consultant, Customer Experience Consultancy