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Creating a holistic customer view

Customer metrics of the future will be highly customized and targeted. In an effort to create a holistic view of the customer, organizations should consider four factors:

  1. Product Usage – companies will want to explore how customers use their products and services. Inputs such as product penetration, product depth, product breadth, product frequency, and purchase patterns will be important components.
  2. Sentiment – companies must understand how customer feel about their experiences with the people, products, services, and processes.
  3. Involvement – this includes the ways in which customers participate in the firm’s business and includes activities such as: attendance at company-sponsored events, willingness to serve as a referral, participation in a case study, social media activity, and their willingness to collaborate with you to co-create solutions.
  4. Competitive status it is important to know how engaged your customers are with your competitors. What is their share of wallet, who is the customer purchasing from, and who is their primary supplier?

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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