| LOYALTY ANALYSIS | |
|
Customer Satisfaction vs. Customer Loyalty Loyalty customers are essential to a sustainable organization. Loyal customers buy repeatedly, often without shopping the competition.They are also likely to recommend your company. The result is more sales, lower selling costs and higher profits. To build customer loyalty, an organization must first measure it and understand the relationship between satisfaction and loyalty. Some customers are at risk even though they are highly satisfied, while some highly dissatisfied customers may remain. While often there is a direct correlation between satisfaction and loyalty it is important to recognize and understand what customer attributes specifically drive loyalty.
We use Key Driver and Kano Analysis to help you
identify your most loyal customers and find out why they remain, and we can help
you identify those at risk so you can take appropriate action.
For more information about customer loyalty we recommend:
Why Satisfied Customers Defect
"Most managers rejoice if the majority of customers that respond to
customer-satisfaction surveys say they are satisfied. But some of those
managers may have a big problem. When most customers are saying they are
satisfied but not completely satisfied, they are saying that they are unhappy
with some aspect of the product or service. If they have the opportunity,
they will defect. Companies that excel in satisfying customers excel both in
listening to customers and in interpreting what customers with different levels
of satisfaction are telling them."
Loyalty Rules! How Today’s Leaders Build Lasting Relationships
"The fact is that a 5% improvement in customer retention rates will yield
between a 25 to 100% increase in profits across a wide range of industries."
Additional resources are in the Bookstore.
Contact us: |
|
|