Customer retention and Loyalty
“Loyalty is the willingness of someone to make an investment or personal sacrifice in order to strengthen a relationship”.
Net Promoter, NPS and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
Omni Marketing makes use of a combination of three powerful indicators in its PCS (Process of Customer Satisfaction):CSI (Customer Satisfaction Index)
Enchanting customers and exceeding their expectations are mantras for executives that most companies that adopt CSI use. It is regarded as an excellent tool to show customers’ general satisfaction while in contact with a certain brand. However, that is not enough.
Although general satisfaction has relative effect on loyalty, a negative experience may lead the customer to choose another brand.
O NPS©,developed by Frederick Reichheld, offers a holistic measure over the customers’ many experiences by indicating those who promote the company or the brand on a positive or negative basis.CES – Customer Effort Score
The more promoters a company has, the more consistent its results are. However, everything can go down the drain as a result of poor support. A research carried out by Harvard Business Review Journal has shown another powerful indicator: CES. It consists of a tool to measure how much arduous for the customer is a problem-solving process. The study has found that the relationship between company and customer is strengthened when such experience is quiet and the solution is quickly found.