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The LoyaltyPro
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Know
Know
70% of customers
that defect have
declared themselves
Satisfied or
Highly Satisfied
on their last
satisfaction survey.
So how do you
KNOW
which of your satisfied
customers will be taking
their business elsewhere
this year…?
Stop measuring
satisfaction…Start
measuring loyalty!
Satisfaction, as a
business decision
metric, is a poor
predictor of future
customer behavior(s). It
is a measurement taken
(predominantly) from one
person of an
organization, once a
year, around a specified
event. The satisfaction
metric serves its
purpose in the analysis
of a customer’s
experience but rarely
does this measurement
methodology give us
actionable and strategic
KNOWledge about the
customer that will
predict future behaviors
and drive growth.
Loyalty measurements, on
the other hand, are a
better predictor of
future customer behavior.
It is a measurement
taken from multiple
touch points within an
organization, multiple
times a year, about the
3 key dependencies that
form the foundation of
any customer and
supplier relationship –
People, Business, and
Organization. The
Loyalty Index takes the
analysis of your
customer experience to
the next level –
providing your
organization with
critical, actionable,
and strategic
KNOWledge
at the contact, account,
business unit, and
organizational level.
Loyalty is the
KNOWledge
that will help your
organization:
Increase
retention
rates
Develop
critical
customer
relationships
Grow top line
revenues and
bottom line
profitability
KNOW your
customer!
Contact Us immediately
to discover how LoyaltyProfessional can
help you better KNOW
your customer.
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© 2013 LOYALTYPROfessional™ is a Strategic
Business Unit of The Chapman Group
All Rights Reserved
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