A great customer experience develops strong lifetime customer relationships. This boosts the customer lifetime value (CLV), providing a very high ROI on all monies spent on CX.
To boost CLV, companies must target high-value customers and purposely
work to exceed their expectations at every key touch point. To do so, all
customer-facing employees need:
1) a complete 360° customer view
2) predictable processes
3) access to a collaborative knowledge base