Why Read This
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.