How To Measure Customer Loyalty (Jeff Sauro)

Customer loyalty is often a better predictor of future company growth than customer satisfaction alone. While customer satisfaction is an important measure of customers' expectation, customers can be satisfied but not loyal. To measure customer loyalty, you need to use a mix of behavioral and attitudinal metrics. Here's a synopsis of this mix of metrics as described in the chapter on measuring loyalty in my upcoming book, Customer Analytics for Dummies. (measuringu.com)