People are inundated with surveys these days. Your car dealer, dentist, lawn service, cable provider and even the hotel you stayed in last night wants you to take time out of your day to complete their survey and help them improve. Most of us are way too busy to fill out all these ridiculous surveys so we just ignore them, unless we are really mad or extremely pleased. Companies that rely on this data are getting a false view of reality because only the extremely mad or ecstatically happy customers fill out the surveys.
There's a better way to predict customer loyalty without all these annoying surveys. FedEx was one of the first companies to figure this out. In this course you learn how to develop a real-time daily metric that directly links to customer loyalty and costs very little to track. In fact, you probably have much of the raw data needed for this predictive analysis. Find out what airlines, hotels, and even utilities track to determine future customer loyalty.
Review Questions: How to Predict Customer Loyalty Without Surveys
Final Exam: How to Predict Customer Loyalty Without Surveys
Illumeo, incorporated in 2009, is revolutionizing the hide-bound world of corporate learning. Illumeo works with corporate professionals and organizations of all sizes to build the skills and capabilities that help everyone be an expert at their job.
Based in Silicon Valley, CA, Illumeo serves thousands of corporations and corporate professionals across Finance, Accounting, Human Resources, Sales and Marketing. The platform offers assessments, industry-benchmarked competency analyses, hundreds of expert-developed courses, collaborative tools, and the ability for companies to self-publish internal courses that promote institutional knowledge retention and dissemination.
Illumeo is the place for expertise management and we are dedicated to the proposition that everyone can be an expert at their job.
Mark Graham Brown has been consulting with organizations on improving performance since 1979. He is the author of many books on analytics/performance metrics and improving organizational performance. His clients include some of the most respected organizations in the world, including Pfizer, Verizon Wireless, Inter-American Development Bank, U.S. Navy, Coast Guard, Nestle Purina, Royal New Zealand Navy, University of California, and Bechtel. He has been an instructor for the Institute for Management Studies for 16 years and has had his own consulting practice in southern California since 1990. He also develops courses for Accenture Academy