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Unit 6 Discussion1 Customer Lifetime Value

Unit 6 Discussion1 Customer Lifetime Value

Q To better understand the concept of Customer Lifetime Value, please Google and find an article to the discussion board titled: The Truth About Customer Experience. Many companies conduct business in silos – where there is not enough communication regarding the customer between departments. There are many reason for this, fear of sharing information (which equates to power), ignorance of the necessity, or simply the mentality, “I am not paid to do that” are just some. This silo effect can be damaging to the overall customer experience. Please read, and share your comments in the posts. Do you see similarities with your company?

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The “The Truth About Customer Experience” article provides insights about the ways in which there can be ignorance of the journey of every customer from one end of an organization’s product and/or service to another (Rawson et al., 2013). There must be identification of every reason for a customer asking a question to a customer service agent of an organization apart from satisfying the customer with a befitting reply/answer by the customer service agent (Rawson et al., 2013).