The rise and rise of customer lifetime value in retail.
Moving the mindset: From purchase value to CLV.
Thursday, May 26 at 11am ET/4pm BST
Richard Owen is world-renowned for his work on customer loyalty. In 2009 he and his colleague Laura Brooks published “Answering the Ultimate Question”, which has since become the de facto standard guide for operationalising NPS.
Richard’s experience working with retailers on customer loyalty un-rivaled. In this session, QM’s Elissa Quinby will be mining Richard for a post-pandemic take on loyalty and customer satisfaction; who’s doing it right and who’s missing the boat? Why is it happening and how can businesses change it?
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