Make Sense Of Customer Loyalty Measurement
February 23, 2016
Why Read This Report
Do you know how loyal your customers are? Loyalty means different things to different organizations, and effectively measuring customer loyalty remains a road less traveled by many firms. This report contains a framework designed to help B2C marketing 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 overarching corporate impact. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Already a Client?
Log in to read this document.
Become a Forrester Client
Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Understanding Customer Loyalty Gives Companies A Competitive Edge
- Simplify Loyalty Measurement With A Multilevel Framework
- Start With What You Have, And Plan For Future Measurement
- Supplemental Material
- Related Research Documents
Predictions 2016: Personal At Last For B2C Marketers
November 13, 2015 | Shar VanBoskirk
Harness Loyalty Insights To Build Business Advantage
July 19, 2016 | Emily Collins
Three Must-Haves For Loyalty Strategy Success
May 17, 2016 | Emily Collins