Customer Focus, Customer Performance, and Profit Impact - Customer loyalty
11 important questions on Customer Focus, Customer Performance, and Profit Impact - Customer loyalty
How do loyal customers (70-100) need to be managed differently? Give an example.
Repeat customers (50-69) are big spenders. What does this mean?
What is the difference between loyal customers and repeat customers?
- Loyal customers and repeat customers are both very satisfied or satisfied customers with an excellent retention rate.
- However, repeat customers are less likely than loyal customers to recommend the product of a specific business.
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Why are repeat customers at risk of becoming lost customers?
How can you transform repeat customers into loyal customers?
What are captive customers (20-40)?
What can companies whose marketing efforts include the early detection of captive customers?
Why do new customers require critical care?
What should a company do about unprofitable customers (0-40)?
What is the calculation of net present score (NPS)?
For example:
- Promoters: 60
- Passively satisfied: 39
- Detractors: 16
(60/115)x100 - (16/115)x100 = 38%
What are the three customer types of the NPS?
- Promoters
- Passives
- Detractors
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