Newsletters
Customer Loyalty/keeping your customers
RETENTION Vs ACQUISITION
Which companies are most profitable? Those best at winning new customers or the ones best at keeping existing customers?More Trust as a driver of customer loyalty: new research evidence
Trust is obviously an important element of customer loyalty but it’s not easy to measure, especially with actionable results.More Headline measures: index or single question
One of the challenges when measuring and monitoring customer loyalty is how to report a headline measure that is reliable enough for tracking, especially if bonuses or performance appraisals are resting on it.More Net Promoter Reviews
Few things have caused so much controversy in the customer satisfaction and loyalty world over the last couple of years as Net Promoter Score (NPS). Another independent article written by a university academic has recently appeared and makes really interesting reading.More Improving Customer Loyalty: Company Success Stories
Improving customer satisfaction and loyalty isn’t easy. So we thought we'd give you some help by telling you about practical things that other companies have implemented.More Keeping Customers during a Recession
In the Service-Profit Chain, Harvard Business School emphasised the dramatic effect on companies’ profitability of quite small increases in customer retention. Provided they get a good experience, existing customers buy more than new customers, and this increases over time as they get to know you better and trust you more.More Are some customers worth 139 times more than others?
Customers’ financial value to a company increases exponentially the longer you keep them. It called Customer Lifetime Value. But to reap the full benefits of CLV you have to do more than just keep customers. Before a supplier sees the real financial benefit of CLV customers have to move through several levels of loyalty.More
