Because satisfied customers are not always loyal, and dissatisfied customers are not always lost, we offer GfK Loyalty Plus SM , a comprehensive loyalty measurement that is predictive of future customer behavior.
Loyalty is more than likelihood to recommend, it has behaviorial and attitudinal dimensions. GfK Loyalty Plus measures the intensity of customer relationships on important behavioral and attitudinal dimensions including:
Improve customer retention by understanding how satisfaction and other factors affect loyalty.
Identify and manage loyalty segments—that each have unique strategic implications. Based on GfK Loyalty Plus and satisfaction scores, customers are classified into loyalty segments: Loyal Advocate, Ambivalent, Hostage, and Exit Bound.
Score databases and build predictive models—to guide strategy and tactics for improving loyalty and the bottom line, including:
Focus on bottom line results by linking customer loyalty improvements to profits.
For more information on GfK Loyalty Plus and other GfK Customer Loyalty products and services, please contact us.
GfK Loyalty Plus frequently outperforms alternative loyalty metrics, meaning that high-scoring customers stay with your company longer and give you a greater share of wallet. The example below illustrates how high scores on our metric produce more revenue than promoters. Low scoring customers generate less revenue than detractors.
Benchmarks for some sectors are available in industry reports, such as Retail Banking Credit Cards, Wireless Communications and Automotive. For more information, please contact us.
GfK Loyalty Plus is an integral part of Guest Experience Management SM and growing your customer base.
To read more about Guest Experience Management, click the image above.