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Conventional managerial wisdom holds that managing customer satisfaction, value, and loyalty makes good business sense because it leads to repeat purchasing, increased share-of-wallet, positive word-of-mouth, and a number of other favorable financial and business outcomes. In fact, faith in these alleged benefits has led many organizations to seek a measure – a Core Customer Metric – that can be used as a barometer of customer affinity, and as a leading indicator of business results.
So, what is the best Core Customer Metric for your organization? Join Dr. Randall Brandt, Vice President of Customer Experience and Loyalty for Maritz Research, as he discusses the topic of how to develop and leverage a Core Customer Metric. He will describe a recommended approach to designing and implementing such a metric. Brandt will also explain how a new web site, CoreCustomerMetric.com, will support learning and knowledge sharing on this topic. |
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