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Net Promoter Score (NPS) has been widely adopted by managers as a measure of customer mindset and predictor of sales growth. Over time, practitioners have evolved the use of NPS from its original purpose as a transaction-based customer loyalty metric, towards a metric for tracking overall brand health which includes responses from non-customers. Despite enduring managerial popularity, academics remain skeptical of NPS, citing methodological issues and ongoing concerns with NPS measurement. This study re-visits the use of NPS as a predictor of sales growth by analyzing data from seven brands operating in the U.S. sportswear industry, measured over five years. Our results confirm-within the context of our study-that while the original premise of NPS is reasonable, the methodological concerns raised by academics are valid, and only the more recently developed brand health measure of NPS (using an all potential customer sample) is effective at predicting future sales growth., Author(s): Sven Baehre [sup.1] , Michele O'Dwyer [sup.1] , Lisa O'Malley [sup.1] , Nick Lee [sup.2] Author Affiliations: (1) grid.10049.3c, 0000 0004 1936 9692, Kemmy Business School, University of Limerick, [...]

We consider a game between two capacity providers that compete for customers through a broker who earns commissions on sales and sells to both loyal and nonloyal customers. The providers [...]

The authors emphasize the importance of resolving issues for customers as key to increasing their loyalty, rather than by exceeding customer expectations. Areas to address include decreasing customer need for follow-up calls, switching service channels, and the potential for negative emotional responses.

The article recommends that companies focus on communities in order to build strong brands that will foster customer loyalty.

The concept of the dual loyalty physicians may have to both a patient and a third party is important in elucidating the obligations of physicians. The extent to which loyalty may be deflected from a patient to a third party (e.g., an insurance company or a prison commander) is greatly underestimated and has not attracted significant scholarly analysis. We examined dual loyalty in civilian and military contexts and used the principles of public health ethics to construct a framework for determining the legitimacy of physicians' obligations. We illustrate the application of these principles to problems physicians encounter regarding communicable diseases, elder abuse, and driving fitness. In the complex military context, independent ethics tribunals should be created to adjudicate loyalty conflicts. doi:10.2105/AJPH. 2007.124644

The consumer loyalty programs adopted by banking companies as a part of relationship marketing strategy are examined.

Managing customer loyalty in business to business services is discussed by focusing on courier services.

Customer loyalty development in services industry through relationship marketing is discussed.

Childcare centers and loyalty building among parents by their services are evaluated.

The authenticity and benefits of various customer loyalty programs are evaluated.

The interrelation between quality management and customer relationship management for improving loyalty are evaluated.

Management of loyalty among online customers and an strategic method for this purpose is presented.

The factors which drive loyalty among customers are evaluated.

The process of segmenting customers for improving loyalty and as an personal relationship method is discussed.

Increasing competition in credit card industry and usage of private labels as effective tool for enhancing customer loyalty is discussed.

The giving away of rewards and making of personalized phone calls to customers by companies to maintain a strong network of consumers is discussed.

Effects of mobile service quality on customer loyalty and satisfaction, using statistical analysis, are presented.

Guidelines are presented on how to develop and implement an efficient and successful loyalty program. Topics include the divisibility and nature of rewards and sense of momentum, as well as avoiding the reward of volume over profitability and not delivering on promises.

Market research methods, which examine the significance of customer loyalty, are examined.

The article categorizes the benefits relevant in business-to-business relationships, identifying tangible/nontangible and financial/nonfinancial benefits. These benefits are linked to appropriate decision makers within the company, and shows how response reduces switching.

A study of Turkish mobile telecommunication markets, to assess the factors affecting customer loyalty, is presented. In this context, effect of company's image, service quality, etc., on customer loyalty is examined.

The current trend in customer loyalty scheme planning and some loopholes which are making this planning process in effective are analyzed.

The concept of designing a service with an idea of creating an 'experience' that enhances customer loyalty is discussed. The relationships between various service design variables, customer emotions, and customer loyalty are analyzed based on the data collected from a VIP hospitality tent for a touring performance company.

The article examines the process of brand discontinuation, and how this process can be used to improve customer loyalty. Methods include the portfolio approach, the segment approact, merging brands, and selling brands.

Byline: Allen Wilhite (1) Keywords: emergent organizations; trade networks; customer loyality; specialization Abstract: Consider autonomous agents endowed with two goods and the capability ofproducing each. Regularly each agent can produce one (only) of the goods or trade with other agents. Each good yields utility according to a utility function. This paper studies how utility-maximizing agents optimize in these circumstances, examines the aggregate characteristics of the resulting economy, and investigates the internal organization of production and exchange. Author Affiliation: (1) Department of Economics and Finance, University of Alabama in Huntsville, Huntsville, AL, 35899, U.S.A. Article History: Registration Date: 06/10/2004

We develop a model of customer choice in response to random variation in quality. The choice model yields closed-form expressions which reflect the effect of competing suppliers' service quality on the long-run fraction of purchases a customer makes at the various competitors. We then use the expressions as the basis of simple normative models for suppliers seeking to maximize their long-run average profits. The results provide insight into the effect of switching behavior on the service levels offered by competing suppliers., 1. Introduction What should the fill rate be? How should we set the expected delay in queue? In traditional operations models, these types of service levels are exogenously defined. In [...]

The authors examine the emotional impact of poor customer service in restaurants and hotels. Facts and statistics on consumer behaviors are provided.

This article examines the customer relations strategy using a personal banker as a model. The authors conclude that it is far worse to have a poor strategy which gives negative effects and that more stands to be lost.