The True Test of Loyalty

Abstract: Although the customer loyalty field has undergone major technological innovation, the quality of measurement and understanding the concept of customer loyalty has not kept up. A multidimensional approach to visualizing customer loyalty offers new insights into …

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This article gave meaningful insights into measures related to customer loyalty & satisfaction indexes. It would be really helpful if the techniques used in the analysis are explained in detail.
--Amit Bhattacharjee, 01-11-2011

Very nice article. Good work. I read it three times.
--muhammad, 04-23-2010

We were working in several projects related to measurement of customer loyalty, retention, returning customers strategies and relevance of Word of mouth (WOM) in the purchase decision, thus this article came to provide us with valuable hints we can use to complete our assessment. Thanks so much to QP and Dr Hayes for the oportunity of get this information.
--Roy Marin, 09-03-2008