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 of loyalty questions show that customer loyalty essentially boils down to three different types of customer […]
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 Average revenue per user (ARPU) Despite the existence of these (and other) objective metrics of […]
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.
Beyond the Ultimate Question: Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty and best practices of customer feedback programs.
Measuring Customer Satisfaction and Loyalty (3rd Ed.): Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty.