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ROI Toolkit

Broken Promises v Lifetime Value

The Equation

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The methodology

An example organisation using the Broken Promises v Lifetime Value metric

Things to consider

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Key research/insight from us

The Customer Knows (2016)

The Customer Knows (2016)

The Customer Knows (2016)
  • 67% of customers who had a great experience with an employee said they would buy again from that organisation, compared to 11% who had a bad experience.
  • 63% of customers who had a great experience with an employee said they would recommend that organisation, compared to 10% who had a bad experience.
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