Big Data

Customer Loyalty Analysis

Download Now Date Added: Jan 2011
Format: HTML

Leading companies recognize that the key to success is creating superior value for customers. Usually, companies think of value as the way to attract new business. But they often overlook the importance of keeping customers-of preventing them from defecting to competitors. Measuring satisfaction alone is not enough. A recent study showed that 60 percent to 80 percent of customers who defected had declared themselves satisfied or highly satisfied on their last satisfaction survey.