Customer Loyalty
High customer loyalty is the critical success factor for a company. This does not only result in increased recommendation and repeat buying (increased market share), but also in a higher willingness to spend money (increased customer value).
The strength of customer loyalty depends
largely on the company‘s
ability to satisfy the (potential) customers‘ expectations and needs
and to create lasting enthusiasm.
Besides the customer loyalty model of Kano, we possess well-founded knowledge in the following areas:
- Customer value and driver analysis
- Trackings of customer loyalty and recommendation
- Research about churn / churn retention
- Base studies about premium customers‘ needs and expectations or purchase decision
Depending on your research interest we use qualitative (i.e. in depth interviews and focus groups) and / or quantitative methods (like trackings) and support you in workshops with the implementation of the results.
Managing Director
Dr. Frank Knapp
