I understand customer attention affects customer loyalty. If I have to measure how my company is attending our customers, I would like to know which would be the key indicators covered in customer contact stablishment, claim management, follow up on the resolutions in order to excel.

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If you're referring to the relationship aspects between your company and customers, these aspects should first be specifically defined by your customers. Then, a measurement protocol can be set up such that the leveraging impact of each, positive and negative, can be established to model how they are impacting customer loyalty. Of course, you should also be monitoring the importance of each relationship element on a direct basis, looking at changes in performance over time, expressed/unexpressed complaints, etc. This is a basic methodology. I've attached one of my articles, which may be of some assistance to you.

This was first published in November 2001

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