Customer Loyalty Measure

A Customer Loyalty Measure is a customer-centric performance measure that characterizes the distribution of loyal customers to non-loyal customers.

• Example(s):
  • a Willingness to Recommend Measure.
  • a Net Promoter Score.
  • …
• Counter-Example(s):
  • a Customer Satisfaction.
• See: Loyalty Business Model, Brand Loyalty, Product Quality, Service Quality.

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References

2017

• (Wikipedia, 2017) ⇒ https://en.wikipedia.org/wiki/Loyalty_business_model Retrieved:2017-11-2.
  • The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed. A typical example of this type of model is: quality of product or service leads to customer satisfaction, which leads to customer loyalty, which leads to profitability.

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