Dr. Michelli examines an important index for understanding existing customer behavior and spend patterns. He places this number in the context of customer retention and customer acquistion costs.
Archive for June 2009
What is the world coming to? Dr. Michelli addresses challenges to privacy and customer-centric service posed by emerging technologies and aggressive marketing.
Dr. Michelli emphasizes customer experience excellence through the "three steps of service" and "it's not about you" concepts.