Methodology
Client Insight’s methodology for establishing Customer Loyalty is based on gathering feedback that encompasses three measurement dimensions:
• Customer Satisfaction – satisfaction, approval, endorsement … for the Company’s product or service.
• Retention – the likelihood of Customer coming back and buying again.
• Referral – the Customer’s propensity to recommend friends, colleagues or acquaintances. Customers coming on the basis of a referral require less effort to “close the sale”.
We encourage organizations to take a cyclical approach to improvement. Gather feedback, measure the results, implement improvements, gather more feedback and continue the improvement cycle.
