Measuring and Acting on Customer Loyalty: A Best Practices Model
by Monica David, Vice President Professional Services, CustomerSat, Inc.
 

Loyalty means continued business, which in turn drives revenue. Keeping customers loyal is smart, effective business, and using loyalty metrics intelligently can help an organization improve loyalty among their most profitable customer segments. This presentation introduces a best practices model that includes processes that define and drive the collection and analysis of customer feedback that lets companies understand, predict, and drive loyalty.