Analytics & Insights

McKinsey's complete research library on customer experience and loyalty metrics, journey analytics, and the link between CX and revenue.

HBS Online research on retention metrics, churn rate calculation, and the personalized engagement strategies that move the numbers.

Practical footfall analytics guide for customer service. Sensors, WiFi tracking, queue management integration, and ethical data collection.

Comparison of footfall measurement methods: manual counting, infrared sensors, video analytics, WiFi tracking, mobile footprinting.

Data-driven site intelligence: dwell time distributions, trade area reach, visualization techniques, and turning footfall into business insights.

Technical comparison of people-counting and customer-tracking technologies. Strengths and weaknesses of each approach for different venue types.

IBM's authoritative guide to CLV. Historic vs predictive CLV models, calculation formulas, NPS vs CSAT comparison, and using CLV to shape strategy.

Step-by-step CLV calculation methodology with formulas, average sale value, frequency, and retention rate inputs. Tools and tips to improve CLV.