What are the key metrics Janice Gordon uses to evaluate customer relationship health?

Net Promoter Score (NPS): This measures the likelihood of a customer recommending your company or products to others.

Customer Satisfaction (CSAT): This metric tracks how satisfied customers are with your organization’s products or services.

Customer Effort Score (CES): This measures the ease of use of a product or service, indicating how much effort was required by the customer.

Customer Lifetime Value (CLTV): This ratio measures the long-term value of a customer, considering factors like purchase frequency, average order value, and average customer lifespan.

Churn Rate: This is the percentage of customers that end their relationship with the company over a given time.

Sales per Customer: This ratio gives the average customer order value.