Customer Satisfacion/Loyalty

Customer loyalty describes the tendency of a customer to choose one business or product over another for a particular need. Customers may express high satisfaction levels with a company in a survey, but satisfaction does not equal loyalty. Loyalty is demonstrated by the actions of the customer; customers can be very satisfied and still not be loyal. Loyal customers buy more of your products, buy additional product lines and most importantly refer your business or products to their friends and colleagues.

Customer loyalty is the result of well-designed products and services and well-managed customer retention programs. Products and services must not only meet the needs of customers but also delight them. Companies should also engage in a dialog with customers and proactively address their issues.

There are many tools for managing customer loyalty and the needs and type of your business may suite one tool better than another. One of the more popular tools that is appropriate for many different industries is Net Promoter Score. Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld's book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.

We can help you choose and implement a customer loyalty program that works best for your business.

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

Services offered

• Planning and implementation of customer loyalty programs
• Design and implementation customer retention programs
• Customer satisfaction surveys
• Customer data analysis and reporting