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

There is increasing interest in the importance of tracking and acting on customer loyalty indicators. Loyalty means continued business, which in turn drives revenue. Keeping customers loyal is smart, effective business, and using loyalty metrics smartly can help an organization improve loyalty among their most profitable customer segments.

The presentation introduces a best practices model that incorporates actionable analytics that are based on customer feedback. This model includes processes that define and drive the collection and analysis of customer feedback data that in turn provides the ability to understand, predict, and drive loyalty by critical customer segments.