By submitting your email address, you agree to receive emails regarding relevant topic offers from TechTarget and its partners. You can withdraw your consent at any time. Contact TechTarget at 275 Grove Street, Newton, MA.
We do not measure customer satisfaction, as it has very little relationship to customer loyalty and/or future purchase intentions. Customer lifetime value, and even second lifetime value (when a lost customer is recovered) can certainly be calculated, and methods for this are covered fully in our new book, Customer WinBack. I've attached an article on second lifetime value which also discusses CLV.
As for customer retention and customer loyalty measurement, I have attached an article on the subject written about three years ago. It offers a full exposition of the methods we apply.
Related Q&A from Michael Lowenstein
Find out if luxury retail stores should offer loyalty programs for their customers in this tip. Learn how some luxury retail brands build loyal ...continue reading
Get an experts take on raising the hurdle rates of a customer loyalty program and learn more about value-added benefits from Michael Lowenstein.continue reading
Learn a few ways to measure customer loyalty and find out about customer spend or "share of wallet," which expert Michael Lowenstein believes to be ...continue reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.