Customer Lifetime Value (CLV). Do You Value all your Customers?
The Wall Street Journal recently published an article on Customer Lifetime Value (CLV). An interesting subject to me, considering my background of 28 years in the global contact center and customer support industry. As many of you know, I am an entrepreneur who boot-strapped a Business Process Outsourcing (BPO) company called Emerging Global Services, LLC (EGS). To be frank, I view all customers impartially. Highly valuable. However, I recognize that some customers are better than others to an organizations "bottom line," (i.e. they pay their bills, or spend a lot of $). However, as an entrepreneur, I can state loudly that all customers are valuable!
The subject of Customer Lifetime Value (CLV) presents an interesting opportunity for you, and for me. The BPO I own is focused on helping companies deliver a superior customer experience at the right "total cost to serve." What is critical here is the right cost. If your company has strict processes around the overall value of a customer to your bottom line, then leveraging a lower cost #CallCenter #Outsourcing provider to deliver a world-class experience for your lower value customers is critical. This is the business we are in at EGS. Our #nearshore #callcenter locations in #Hermosillo, #Sonora, #Mexico, our #offshore locations in #Ghana, #WestAfrica, and even our #onshore sister company in Phoenix, Tree Rings LLC (staffed by #Boomer Adults) can be a superior solution, so all of your customers receive an exceptional #customerExperience at the right cost.
Contact me to discuss further via email at firstname.lastname@example.org, or call me/text me at 602-312-8900. Or, via anyone of our Social Media sites on Linked In, Twitter, or Facebook.
We can you deliver an exceptional customer experience for ALL of your customers, vs. just those who fall into your #customerLifetimeValue matrix.
Steve Shefveland, Founder
Emerging Global Services, LLC