ToolKit: The Why And How Of Customer Loyalty Measurement

This is the 5th Briefing in our 6-part Toolkit series, 'The Why and How of Customer Loyalty Measurement.' There is something of value for you in this Briefing, regardless of whether you are in an internal content deploying function, a vendor to information users, or responsible for your organization's Extranet efforts. We've provided an overview of our Information Loyalty Measurement Model, as well as valuable insights into executing a loyalty study, interpreting the results, and disseminating the information into action plans. In today's fast-changing and ever-growing competitive information environment, understanding your customers' loyalty and intentions is critical to the success of your business. This knowledge becomes the cornerstone of your product and service enhancements and improvements. Without that understanding, you risk making critical, and sometimes expensive, decisions that do not have the intended impact. After all, to impact customers' loyalty, you must understand their needs and perceptions. And you cannot understand what you don't measure'