2005 Customer Experience Management Customer Retention Measurement 
Bob Hayes
MAY 7, 2018
Third, the NPS is insufficient in measuring the multidimensional nature of customer loyalty. retention, expand usage) that extend beyond just recommendations. Still, other researchers (Morgan & Rego, 2006) have shown that other conventional loyalty measures (e.g., 2006; Gruca & Rego, 2005).
Bob Hayes
MAY 7, 2018
Third, the NPS is insufficient in measuring the multidimensional nature of customer loyalty. retention, expand usage) that extend beyond just recommendations. Still, other researchers (Morgan & Rego, 2006) have shown that other conventional loyalty measures (e.g., 2006; Gruca & Rego, 2005).
Expert insights. Personalized for you.
89 
Let's personalize your content