This is an interesting article that lays out some very useful information about about customer loyalty versus customer satisfaction.
The reason I posted it is that I was recently briefed by a business that has 92% satisfaction. Now that is extremely high.
And their problem is that they are going broke!
I fully support the move to loyalty, and it's not enough. The critical move is to create advocates for your business. People who will brag about what you do. That is a combination of a number of things.
Designing customer experiences that engender loyalty and then as well as measuring loyalty, also measuring advocacy.
After all that here is the article.
The reason I posted it is that I was recently briefed by a business that has 92% satisfaction. Now that is extremely high.
And their problem is that they are going broke!
I fully support the move to loyalty, and it's not enough. The critical move is to create advocates for your business. People who will brag about what you do. That is a combination of a number of things.
Designing customer experiences that engender loyalty and then as well as measuring loyalty, also measuring advocacy.
After all that here is the article.
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