INSIDE
THIS EDITION..
Emotional Experience
|
 |
PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
|
|
Making Customer Loyalty Part of Your Business Planning
According to Harvard Business School, customer loyalty is the main factor that distinguishes the top performing companies from the also-rans in most markets. In this article, Stephen Hampshire explains how to fully understand customer loyalty as the essential foundation for maximising the 3Rs of retention, referrals and related sales.
So you've been reading some articles about customer loyalty and how important it is to your business. Mayb you've read the "Value Profit Chain" or anoher Harvard Business School book that proves the impact of customer loyalty on the performance of top companies. Full of enthusiasm you know that you need to take account of this important factor... but how? We take a look at measuring loyalty and its antecedents in order to operationalise customer perceptions as part of the business planning cycle.
Click here to view whole article (pdf format)
|
|
