In the last article, build customer loyalty, I explained about the stages of customer loyalty. From reading that article you are expected to be inspired to perform marketing activities in order to make your customers loyal to your product.
The question is, "how to measure customer loyalty?" Until now there has been no standard by which to measure loyalty. But there are several ways to determine the level of customer loyalty. The ways are as follows:
-Customer loyalty can be known through measures things, such as: defection rate, number and continuity of core customers, Longevity of core customers.
-Loyalty data obtained from customer feedback. Feedback is collected through various ways, such as: customer observation, suggestion boxes, toll-free phone, via the survey visit, email, web site, top management visit, or conduct customer panel.
-Perform a variety of analysis, such as: lost customer analysis, input from front office employee, input from product distributors, and others.
-Perform analysis of customer feedback, former customers, non customers, and competitors. This analysis is conducted to determine the longevity of customer relationships, the cause of the shift of customers to competitors, why non-customers do not use your product, and others.
From the description above, you should conduct internal research to determine the
level of your customer loyalty. Through customer loyalty research you know the current status. You must build a special structure within your organization whose job is to do research. There are some functions of this activity, including:
-Determining the gap between companies and business partners.
-Determining the measurement and assessment of management, human resources, organization, systems, marketing tools, suppliers, marketing, and corporate supporters.
-Knowing the achievement of the above, such as: customer loyalty, percentage of customers permanence, the cost to be incurred due to poor product quality, and others.
In addition to the above, there are two important things you should consider in measuring customer loyalty. They are consumer interest in a brand and the vulnerability of consumers to switch brands.
The process of measuring customer loyalty is important, because through this measuring with customer loyalty research, anticipatory and corrective actions can be performed quickly, accurately, and efficiently.
After knowing some research on customer loyalty, you should read customer loyalty programs for comprehensive knowledge.
The question is, "how to measure customer loyalty?" Until now there has been no standard by which to measure loyalty. But there are several ways to determine the level of customer loyalty. The ways are as follows:
-Customer loyalty can be known through measures things, such as: defection rate, number and continuity of core customers, Longevity of core customers.
-Loyalty data obtained from customer feedback. Feedback is collected through various ways, such as: customer observation, suggestion boxes, toll-free phone, via the survey visit, email, web site, top management visit, or conduct customer panel.
-Perform a variety of analysis, such as: lost customer analysis, input from front office employee, input from product distributors, and others.
-Perform analysis of customer feedback, former customers, non customers, and competitors. This analysis is conducted to determine the longevity of customer relationships, the cause of the shift of customers to competitors, why non-customers do not use your product, and others.
From the description above, you should conduct internal research to determine the
level of your customer loyalty. Through customer loyalty research you know the current status. You must build a special structure within your organization whose job is to do research. There are some functions of this activity, including:-Determining the gap between companies and business partners.
-Determining the measurement and assessment of management, human resources, organization, systems, marketing tools, suppliers, marketing, and corporate supporters.
-Knowing the achievement of the above, such as: customer loyalty, percentage of customers permanence, the cost to be incurred due to poor product quality, and others.
In addition to the above, there are two important things you should consider in measuring customer loyalty. They are consumer interest in a brand and the vulnerability of consumers to switch brands.
The process of measuring customer loyalty is important, because through this measuring with customer loyalty research, anticipatory and corrective actions can be performed quickly, accurately, and efficiently.
After knowing some research on customer loyalty, you should read customer loyalty programs for comprehensive knowledge.
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