Take A Good Look At How You Measure Loyalty – Are You Missing The Point?

For years, companies have been seeking to find and use a simple way to quantify customer loyalty. One example is Net Promoter Score (NPS), which identifies three customer categories: promoters, passives and detractors. Keeping things simple, both for the customer and the company, is a big advantage of NPS and similar models. Asking a single question, such as “how likely are you to recommend our company to your friends,” can help identify which of your customers are your brand promoters, passives and detractors.

The original post is at MediaPost | MarketingTools: CRM