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Tag Archives | customer metrics

Which Customer Loyalty Metric is the Best? My Interview with Jeff Olsen of Allegiance Radio

I gave a talk at VoCFusion last month on the value of Big Data in customer experience management (CEM). After the talk, I was interviewed by the multi-talented Jeff Olsen of Allegiance (the conference organizer). Listen to the interview >> Jeff's questions and my abridged answers (along with some links to supporting content) appear below.  We cover […]

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What is Customer Loyalty? Part 2: A Customer Loyalty Measurement Framework

Last week, I reviewed several definitions of customer loyalty (see What is Customer Loyalty? Part 1) that are being used in business today. It appears that definitions fall into two broad categories of loyalty: emotional and behavioral. Emotional loyalty is about how customers generally feel about a company/brand (e.g., when somebody loves, trusts, willing to forgive […]

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What is Customer Loyalty? Part 1

There seems to be a consensus among customer feedback professionals that business growth depends on improving customer loyalty. It appears, however, that there is little agreement in how they define and measure customer loyalty. In this and subsequent blog posts, I examine the concept of customer loyalty, presenting different definitions of this construct. I attempt […]

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