Customer loyalty is a key indicator that stimulates business to develop and increase profits. How to increase this level and overtake competitors? Let's find out.
How loyalty differs from retention, and how to measure it
Customer loyalty is often confused with retention. However, there is a significant difference between them. Retention percentage shows how willing customers are to return to your product. Loyalty indicates whether the customer is ready to go further and recommend you to friends.
There is an NPS index to calculate loyalty. First, you ask the customer ukraine consumer email list to rate your service on a 10-point scale. The sweethearts who gave you a rating of 9-10 are your “promoters”, the most loyal customers. Those who rated the service with 7-8 points are neutrals. They use your services, but may well switch to competitors if their conditions are more favorable. Those who gave a rating from 0 to 6 are your critics, but do not rush to curse, working with them will bring great benefits to the business.
Now let's calculate the NPS index: subtract the percentage of critics from the percentage of promoters. Let's say 40% gave you a rating of 9-10, 15% rated you at 6 and below. Let's count: 40-15=25. Your loyalty index is 25.
- Board index
- All times are UTC
- Delete cookies
- Contact us