Trust, Image, and Connection: Generating Customer Loyalty
There are three factors that profoundly influence customer loyalty. These are:
Helpful Tips for Increasing Customer Loyalty
Securing customer loyalty is not always easy. The following list gives several tips on how to increase it.
Measure Customer Loyalty with the Net Promoter Score®
To make customer loyalty measurable, businesses use NPS® or the Net Promoter Score®. This key figure measures company success with their customers, made possible by revealing the numerical difference between a company’s promoters and detractors. To determine the size of these two groups, customers are asked the following question.
“How likely is it that you would recommend our brand or company to your friend or colleague?”.
In order to produce a measurement result, the answers are written down on a scale from 0 to 10. 0 is unlikely, 10 highly likely. All detractors are in the range of 0 to 6. Customers with 7 to 8 are the indifferents, and the promoters are the customers who rate either 9 or 10. The formula then reads:
Promoters (%) – Detractors (%) = NPS.
The higher the value, the more positive the result for the company, and the more customers are classified as loyal, as they would recommend your service or product to others. zenloop software effectively helps to calculate and evaluate your NPS®.