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    Customer Loyalty Analytics

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    Soundarya .A
    This document discusses measuring customer loyalty through analytics. It explains that customer loyalty analytics seek to understand loyal customer behaviors like repeat purchases and positive reviews. The document then provides tips for using customer loyalty analytics, such as calculating customer retention rates, understanding customer needs through data segmentation, and monitoring how customers react to promotions. Qualitative surveys and online reviews are also presented as ways to gather customer feedback.

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    Customer Loyalty Analytics

    Uploaded by

    Soundarya .A
    45 views11 pages
    This document discusses measuring customer loyalty through analytics. It explains that customer loyalty analytics seek to understand loyal customer behaviors like repeat purchases and positive reviews. The document then provides tips for using customer loyalty analytics, such as calculating customer retention rates, understanding customer needs through data segmentation, and monitoring how customers react to promotions. Qualitative surveys and online reviews are also presented as ways to gather customer feedback.

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    CUSTOMER LOYALTY ANALYTICS

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    This document discusses measuring customer loyalty through analytics. It explains that customer loyalty analytics seek to understand loyal customer behaviors like repeat purchases and positive reviews. The document then provides tips for using customer loyalty analytics, such as calculating customer retention rates, understanding customer needs through data segmentation, and monitoring how customers react to promotions. Qualitative surveys and online reviews are also presented as ways to gather customer feedback.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    45 views11 pages

    Customer Loyalty Analytics

    Uploaded by

    Soundarya .A
    This document discusses measuring customer loyalty through analytics. It explains that customer loyalty analytics seek to understand loyal customer behaviors like repeat purchases and positive reviews. The document then provides tips for using customer loyalty analytics, such as calculating customer retention rates, understanding customer needs through data segmentation, and monitoring how customers react to promotions. Qualitative surveys and online reviews are also presented as ways to gather customer feedback.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 11

    CUSTOMER LOYALTY

    ANALYTICS

    -BY SOUNDARYA A
    What is Customer Loyalty?
    • When a customer is 
    loyal to a company, they are more
    likely to repeat their business. They
    are also more likely to recommend
    products and services to others.
    Unfortunately, loyalty isn’t always
    easy to measure. Customer loyalty
    is a combination of factors that may
    show how loyal a customer is.
    HOW TO MEASURE CUSTOMER LOYALTY
    Customer Loyalty Analytics seek to answer key questions about customer
    behavior that may reveal how loyal they are to a brand. The data may come
    from different sources, but the driving goal is to learn why customers are loyal.
    Here are some good questions for data collection that relate to loyalty
    behaviors:
    • Do customers continue to buy a product or service from the same brand?
    • Do customers buy other products or services from the brand?
    • Does the customer have any other brand options to choose from?
    • Do customers accept errors more willingly? (Also, What errors do customers regularly
    encounter?)
    • Are customers leaving positive reviews? (And, what do the reviews say?)
    • If customers are leaving negative feedback, what can be improved?
    How to Use Customer Loyalty Analytics to Analyze Business
    Growth

    1. Calculate Your Customer Retention Rate


    • Customer retention simply refers to the process of turning new buyers
    into loyal customers and making them brand advocates of the
    company. The metric for calculating it is the customer retention rate.
    2. Understanding Your Customers' Needs
    In the age where your
    customers are swamped with
    choices, there is no place for
    guesswork. You can't afford to
    trial and error strategies and
    wait to see what works. The
    other approach is to use data to
    understand 
    your customer and their need
    s
     and work your product and
    customer activities around that.
    3. Prepare a Customer Segmentation Analysis Report
    • An easy solution to finding the right customer for your brand is
    segmenting your customers. Before finding out how to do that, you
    must first know what customer segmentation is.
    • Customer segmentation simply refers to the segregation of potential
    customers in a particular industry into categories on the basis of
    various factors such as requirements, characteristics, and behavior.
    • One of the most powerful and easiest tools to create a customer
    segmentation analysis report is Google Analytics. You can 
    use the "Audience" section in Google Analytics to segment and
    analyze your customers.
    4. Measure Your Customer Loyalty
    •  A customer loyalty program
    presents customers with a
    set of actions they can carry-
    out to obtain incentives.
    Customers do not need to be
    part of a loyalty program to
    be loyal to a brand.
    5. Monitor Customer Reactions with Promotions and Product
    Recommendations
    • Listening and asking questions can be
    your greatest asset in boosting your
    customer loyalty program. You can
    come up with new ideas or modify old
    ones about the promotions and rewards
    by collecting feedback. Ultimately, it's
    for the customer so they will be able to
    guide you better to know what they
    want.
    Qualitative Surveys
    • Surveys are a great way to get
    customer feedback on your products
    and services. With surveys, you can
    ask customers the exact questions
    you want answers to. It is important
    to remember that customers who
    respond to surveys are usually
    already motivated to give feedback.
    Online Reviews and Social Media
    • Online reviews and social media posts are great
    resources. They allow business to gather feedback from their
    customers. Customers may leave feedback on why they
    chose a different option, or what it is that they love about a
    brand. You can also choose to use targeted advertisements

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