097: The Best Customer Loyalty Metrics

There’s a lot of debate over which customer loyalty metrics tell the real truth. So what’s the answer? Adam and Jeannie discuss the different types of metrics and why they don’t necessarily work for everyone. Are your customer loyalty metrics providing real insight? Customer loyalty is elusive and difficult to determine. And many business leaders are obsessed with settling the debate over which metrics really tell the real truth about customer loyalty. Looking for indicators of what we really want to know, which in many cases is largely unknowable, has led many professionals and business owners into a whirlwind of data that doesn’t seem to do them any good. How did all of this start? People have been boasting about their satisfaction rates for decades, then came the groundbreaking Net Promoter Score (NPS) which many companies swear by. But is this really an accurate way to measure customer loyalty? We’d love to give you a solid answer! But when you’re dealing with customer emotions, there is no black and white and the success of tracking these different metrics varies from company to company. So what can you do about this? Listen in and find out how to uncover the actual behavior behind these metrics so you can determine what you should really be tracking and take action. Related Content UserVoice blog, The Numbers Zappos Looks At       iScoop blog, Customer experience metrics and measurement – beyond CSAT and NPS 360Connext® post, Performance Metrics Are Great, But Always Late Customers That Stick® post, Your Data Is Only as Good as Your Perspective Episode 045: The Customer Effort Score Episode 046: Tom Schwab on Inbound Marketing Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices