Thursday, September 6, 2007

Customer Loyalty Metrics by Accenture

I just read the latest issue of CRM magazine, September, 2007 and read a comment by Woody Driggs who is the global managing partner for the CRM serivce line at Accenture. If I read his column correctly, Accenture has a loyalty metric that has the following components:

1. Involvement with the Product or Service Category - this metric looks into how interested customers are with products and services. Apparently Accenture looks into the degree of involvement by customers with either the product or service or both.
2. Commitment to the Brand - this metric looks at the level of passion that customers have about the brands they buy. They are measuring the degree to which customers are willing to pay a premium for a brand. They also want to know if the customer is an advocate for a brand.
3. Likelihood to reevaluate - this metric measures how prone customers are to reevaluate their buying choices. Apparently they are trying to find the points at which customers are willing to switch.

I have simplified the definitions provided by Mr. Driggs and hope that in my simplification I have not distorted their meanings. If so, I apologize. These three components generally follow the three components of my loyalty model which are product, service and relationship. The component that they include that is not included in my model is brand loyalty.

This brings up an interesting dimension that needs to be evaluated further. The question I must answer is whether or not brand loyalty is just a composite of the three components in my loyalty model or is it really a new variable (component of loyalty). The question that comes to my mind is whether or not you can have brand loyalty without having product, service or relationship loyalty or is this a summary variable that is some function of some of them or all three. Is the brand loyalty variable an independent variable or does it have a high correlation to the three in my model and hence not really a separate variable?

Accenture believes this model will increase a company's ability to improve segmentation and improve their market focus and help them retain the most profitable customers. My previous blog demonstrates that a company with a customer focus will out perform those companies who do not have a customer focus. This suggests that Accenture will improve their client company's performance whether their model is correct or not.

More on the brand loyalty variable issue later.

22 comments:

Anonymous said...

During the summer of 2008 I started using internet radio to reach an
even wider audience. I think what corporate America has forgotten is that the
airwaves are public. Back in the day, people had little choice but to take what was given to
them as their "lot in life.

Review my blog ... internet radio and tv software

Anonymous said...

(Game scheduled for December 15th with Utah State playing Toledo).
This means to sell your mods would be considered the same as pirating the game itself.
It sounds like you log into the game and join a "Shadow war" server and play with hundreds of other players within
that PVP world, but that world is different from the cooperative Arkfall
boss hunting world.

Feel free to surf to my web-site :: nebraska game and parks forum

Anonymous said...

What you want to discuss and how you discuss various issues is left to you, which again is an advantage especially if you are creating an online talk
radio station. According to online music provider Pandora the legislation will help end the discrimination against internet radio.
Many think that having thoughts of supposed happiness that will never come is futile and that they are only giving false hopes to those who need them the most.


Here is my web page ... radioshack pro 164

Anonymous said...

Michigan has a lot of fishing clubs and organizations that offer
fun fishing activities. You won't catch all the fish that take your bait, however, when you bring in a fish dinner, it is worth the time spent. After all, where else can you go these days and stay in the most beautiful scenery imaginable, eat some of the finest cuisine created by some of the worlds best chefs, all while catching some of the biggest rainbow trout in the world.

My webpage :: http://fishing.seweb.de/fishing-Basics-that-anyone-can-use/

Anonymous said...

If it is lower the Studio365 will tell you and let you know that it will not sound well.
In my case I listen to all music that is submitted to me before I include it on my
playlist. Most stations will give you names of their more
popular hosts and ask you to talk with them.

Here is my webpage: Beaumonttxfarmersmarket.Org

Anonymous said...

There are also different kinds of pigs for different levels
while their number increases as the player level increases.
When it comes to optimizing your game playing, you will be
able to get plenty of game add-ons with your gold card status.
As computer and video games have increased exponentially in popularity over time, they have caused significant impact upon popular
culture.

Also visit my homepage - spiele spielen

Anonymous said...

"Worked All Zones Award" is the same concept with time zones.
They also apparently believe that their customers who like
a particular song they hear on the radio, are likely to purchase that song, which could add to downloads from i
- Tunes. Yours Truly, Johnny Dollar: The Duke Red Matter (Part One; CBS,
1956)'Abbott Stables's Duke Red is a thoroughbred destroyed over a serious injury in an accident, and Dollar
(Bob Bailey)'asked to review a $65,000 insurance claim on the horse'smells trouble when the stable's business manager is dismissed after filing the claim, and its veterinarian may have destroyed the horse a little too swiftly.

Feel free to surf to my web blog :: radio neandertal nachrichten

Anonymous said...

So how do you select the finest shop from all the retailers that offer this camera.

It includes the feature of red eye reduction and the various white balancing features include Auto, Daylight, Cloudy, Fluorescent H, Fluorescent L, Tungsten and Custom.
Some cameras are simple point and shoot while others have many different modes
for taking pictures.

Feel free to visit my web blog Related Web-Site

Anonymous said...

clients, Rachel, who got back together with her ex. At the same
time, web games seemed like the future of gaming,
and we wanted to be a part of it. The most unique thing about Ouya is
that it is said to be "open" -- although what this means is up for interpretation.


Visit my blog: plancherdirect.com

Anonymous said...

Believing that you are actually starving, it releases chemicals that actually make it harder to lose weight in an effort to conserve
energy. Vitamin B3 or also called as Niacin is important in weight loss because it is
responsible for the regulation of thyroid
hormones and also in sugar levels in the body. Do not be tempted to lose weight as quickly as you can,
because a crash diet will have you eating less than a thousand calories a day slowing down your metabolism.


Here is my website - http://www.infantrydivision11.org/infantrybattalion111-1/userinfo.php?Uid=10983

Anonymous said...

What you want to discuss and how you discuss various issues is
left to you, which again is an advantage especially if you are creating an online talk radio station.
Listening to Internet radio is a breeze for anyone who's familiar with the World Wide Web. Many think that having thoughts of supposed happiness that will never come is futile and that they are only giving false hopes to those who need them the most.

Here is my site ... blogspot.co.uk

Anonymous said...

You have to give a tube radio at least 20 to 30 minutes just to warm up and then you decide what frequency you want to be on and load
the plate and tune them up. This means that everyone in the whole wide world can access
this new kind of radio and you are assured that the programs as well as the list of
radio stations you are listening to are all automatically updated.
Yours Truly, Johnny Dollar: The Duke Red Matter (Part One;
CBS, 1956)'Abbott Stables's Duke Red is a thoroughbred destroyed over a serious injury
in an accident, and Dollar (Bob Bailey)'asked to review a $65,000 insurance claim on the horse'smells trouble
when the stable's business manager is dismissed after filing the claim, and its veterinarian may have destroyed the horse a little too swiftly.

Also visit my web site radio remote control airplane

Anonymous said...

Major follows some sports, primarily during the playoffs.
Understanding video gaming is a must tip on how
to run a game store. This classic game integrates all-out entertainment with vocabulary enhancement in one amazing game.


Here is my homepage ... Antoine

Anonymous said...

The internet is fueling the success of music because it can be listened to at
any time of the day and anywhere in the world. Regular workshops ensure
that the staff at PVM Radio subdivision is not only up to date with the latest technological innovations, but also ensures that the customers from diverse backgrounds are offered the best
possible services to suit their tastes. But mostly BBC Radios 4 and 5 because, being speech orientated, they're more like what I do, so I can learn lots from them.

Here is my blog post radio 1 chart show []

Anonymous said...

The internet is fueling the success of music because it can be listened to at any time of the day and anywhere in the world.
Often, long term schedules with a bit of breathing room work best.
Many people will be happy with replaceable batteries for home use and occasional outings.



My page; radio lincolnshire travel *etk2.sakura.ne.jp*

Anonymous said...

com provides information on Fishing, Fly Fishing,
Fishing Boats, Deep Sea Fishing and. Alaska salmon fishing trip is one of the more
favorite trips in Alaska. Itis one of the most important aspect is that it is very much pleasurable,
peaceful, and every so oftenworthwhile also.

Check out my blog post http://fishing.seweb.de

Anonymous said...

And indeed Robert has made the paramount sterling effort, guided by his mentor,
with beads of perspiration on his brow, Robert has brought it
in to the landing net. Alaska salmon fishing trip
is one of the more favorite trips in Alaska. When the water arrives at the inlet,
most oxygen is dissolved because of the abrupt transformation of water movement.


Feel free to visit my site - Full Review ()

Anonymous said...

I have interviewed a few parents to attempt to understand what
their true objection is with their child playing video games.
This means to sell your mods would be considered the same as pirating the game itself.

Online gaming is a popular way to spend enjoyable time at a low cost for hours on end.


Feel free to surf to my homepage - Vada - -

Anonymous said...

clients, Rachel, who got back together with her ex. Age Level - A good factor to write about is the appropriate age level for the
video game that you are reviewing. t love the unself-conscious little boy or
girl, the undaunted miniature explorer who moves with unbridled enthusiasm to experience life.



Feel free to visit my web-site; http://www.spielespielen24.de/includes/forms/Game_report_form.php?id=23153

Anonymous said...

Wallace explained the importance of nature by explaining
the relationship between the Man and Nature. You can always choose a box of her
favorite chocolates, for example. So choose the perfect Funny Family Poems to surprise your mother and make it
a special memory to always remember.

my web page: poems ()

Anonymous said...

I have interviewed a few parents to attempt to understand what their true objection is with their
child playing video games. It is an adventurous game filled with fun
and excitement. Moreover, there you could also play
Scrabble in the internet, TV game shows or game consoles.



Also visit my web page Bethany ()

Anonymous said...

Though the levels look really simple, they are actually quite challenging.
The player who spins the coin is referred to as the spinner.

It sounds like you log into the game and join a "Shadow war" server and play with hundreds of other players within
that PVP world, but that world is different from the cooperative Arkfall boss hunting world.


Have a look at my blog ... supply chain software ()

 

web visitor stats
OptiPlex 755 Desktops