A Different Measure for Loyalty
Statistics on Customer Effort Score (CES) strongly suggest it has the ability to detect loyalty at the operational level.
Tag: loyalty
Retaining Customers Part IV: Parting Comments
This is the last of a series of four blogs devoted to the topic of customer retention. Read Part 1, Part 2 and Part 3. The key to competing for retention is to quantify and understand the connections between loyalty and profits. How to use measurements as tools to ensure integrity, accountability and decision-making relative … Continued