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Thursday, February 4, 2010

Measuring Customer Loyalty

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There are some people who suggest that customer loyalty is an emotion that is most easily measured using a survey or interview of some form....
10 comments:
Tuesday, January 26, 2010

Do Loyal Customers Really Market the Company?

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This is a continuation analysis of the research by Werner Reinartz and V. Kumar. Details of the research can be found in the two preceding b...
Monday, January 25, 2010

Do Loyal Customers Pay More?

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This is a continuation of the research by Werner Reinartz and V. Kumar where they dispel some of the claims usually attributed to the action...
1 comment:
Saturday, January 9, 2010

Does It Cost Less to Serve Loyal Customers?

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This is a continuation of the two previous blogs and is based on the article titled "The Mismanagement of Customer Loyalty" in the...
1 comment:
Tuesday, January 5, 2010

Some Different Measures of Loyalty

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Before I continue my discussion of the previous blog and the research by Werner Reinartz and V. Kumar I think it is necessary to properly de...
1 comment:
Saturday, January 2, 2010

Is Loyalty Really Profitable?

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I found a very interesting article by Werner Reainartz and V. Kumar in the Harvard Business Review issue of July 2002. I don't know how ...
5 comments:
Monday, December 21, 2009

The Halo Effect

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I was recently reading an article where the author noted, quite correctly I might add, that if your agents are rated highly and all your per...
3 comments: