For Customer Insights Professionals

Make Sense Of Customer Loyalty Measurement

    Why Read This Report

    Do you know how loyal your customers are? Loyalty means a lot of things to a lot of different organizations, and effectively measuring customer loyalty remains a road less traveled by many firms. This report contains a framework designed to help customer insights (CI) professionals tasked with gauging customer loyalty move past measurement anxiety and identify the metrics to gauge customer loyalty through program health, customer purchase and engagement behavior, and the overarching corporate impact. This report is an update to the "Measuring Loyalty Program Effectiveness" report published in September 2012, with a revised measurement framework.
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    TABLE OF CONTENTS

    • Understanding Customer Loyalty Gives Companies A Competitive Edge
    • Simplify Loyalty Measurement With A Multilevel Framework
    • RECOMMENDATIONS

      Start With What You Have, And Plan For Future Measurement
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