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…
Blog Archives
What is Customer Loyalty? Part 2: A Customer Loyalty Measurement Framework
Tagged with: advocacy, customer metrics, purchasing, RAPID Loyalty, retention
Posted in Customer Experience Management, Customer Loyalty
Posted in Customer Experience Management, Customer Loyalty
Measuring Customer Loyalty in Non-Competitive Environments
Measuring customer loyalty, the degree to which customers engage in positive behaviors toward your company/brand, is essential for your customer experience management (CEM) program. We know that customer loyalty is key to driving business growth (e.g., increased revenue, market share). Customers…
Tagged with: advocacy, Customer Loyalty, measurement, purchasing, retention
Posted in Customer Experience Management, Customer Loyalty
Posted in Customer Experience Management, Customer Loyalty
Customer Loyalty Measures Require Comprehensiveness and Clarity
Developing measures of customer loyalty using survey questions is a scientific endeavor; these loyalty measures are typically customers’ self-reported likelihood of engaging in future loyalty behaviors. Because self-reported metrics are necessarily fraught with measurement error, I have argued for using…
Tagged with: advocacy, Net Promoter Score, NPS, purchasing, retention
Posted in Customer Experience Management, Customer Loyalty, Customer Metrics
Posted in Customer Experience Management, Customer Loyalty, Customer Metrics
4 Ways to Optimize Your Customer Survey [INFOGRAPHIC]
Companies, in support of their customer experience management (CEM) programs, rely heavily on the use of customer surveys as a means of collecting customer feedback. An optimal customer survey maximizes the value of the survey to both the businesses who…
Tagged with: advocacy, purchasing, retention
Posted in Best Practices, Customer Experience Management, Customer Loyalty, Customer Surveys
Posted in Best Practices, Customer Experience Management, Customer Loyalty, Customer Surveys
Measuring Customer Loyalty is Essential for a Successful CEM Program
Customers can exhibit many different types of loyalty behaviors toward a company (e.g., recommend, purchase same, purchase different products, stay/leave), each responsible for different types of business growth. Furthermore, when asked about their loyalty behaviors via relationship surveys, customers’ ratings…
Tagged with: advocacy, Customer Experience Management, Customer Loyalty, purchasing, RAPID Loyalty, retention
Posted in Customer Experience Management
Posted in Customer Experience Management
Why do we use surveys to measure customer loyalty?
Customer loyalty is the leading indicator of business growth. As such, companies track objective measures of customer loyalty to help them monitor the health of the customer relationship. Some objective customer loyalty metrics are: Customer retention/defection rates New customer growth…
Tagged with: advocacy, CEM vendors, Customer Loyalty, purchasing, RAPID Loyalty, retention, VOC programs
Posted in Customer Loyalty, Relationship Surveys, voice of the customer
Posted in Customer Loyalty, Relationship Surveys, voice of the customer
Learn how to build your business around the customer using customer-centric measurement and analytics. Available in Kindle and paperback. Learn more about TCE: Total Customer Experience.
