Web Seminar: A Closer Look at Customer Loyalty: Knowing What’s Best to Measure for Your Business

Is customer loyalty an attitude? A behavior? Both? Can customer loyalty be measured? If so, what is the best approach? If customer survey ratings are to be used for measuring loyalty, which ratings provide the best information? And is loyalty the righ...

Is customer loyalty an attitude? A behavior? Both? Can customer loyalty be measured? If so, what is the best approach? If customer survey ratings are to be used for measuring loyalty, which ratings provide the best information? And is loyalty the right construct for your business, or something else?

Join D. Randall Brandt, Ph.D., Vice President, Customer Experience and Loyalty Research, Maritz Research, as he addresses these important questions and presents a blue-print that organizations can follow for developing a Core Customer Metric that provides a solid predictor of business growth and results.

Knowing what’s best to measure has challenged researchers for decades. Dr. Brandt explains how companies can determine what measurement best fits their business. In his presentation, he advocates organizations establish their own Core Customer Metric – a unique tool that better positions companies for measuring customer affinity and serves as a leading indicator of business results.

What you’ll learn during this Web Cast:

- How “knowing what is best to measure” may vary by market and industry
- The process required to develop and validate a Core Customer Metric
- Case illustrations and lessons learned

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