> Can I measure the success of my management?

The loyalty of our customers is synonymous with the success of our management, know these indicators and measure your success.   

We can start with the fact that a happy or satisfied customer is synonymous with the fact that we are doing well; as we already know, this translates into recommendations to friends and family, positive comments and above all that they choose us again.  

For this reason, you must have defined customer loyalty KPIs that allow you to measure the success of your management and always remember, if you don't measure it, you can't improve it.  

Which ones should you analyze? The first thing is to take into account the stages of these kpis, which are: 

• Acquisition 

• Retention   

• Efficiency 

To start testing and optimizing your loyalty strategy you should consider the following: 

1. CPS (Customer Profiability Score)  

It allows you to know the profitability of your client in a specific period, it can be used to generate a ranking of profitable clients.  

2. LTV (Life Time Value) 

LTV helps you focus on the future, i.e.: measuring customer profitability over time. 

3- NPS (Net Promoter Score) 

With the NPS we can measure the loyalty of a customer, it allows you to predict their behavior when a certain action is performed.  

You should only ask your customers if they would recommend your company or organization to a friend or family member, they should rate it from 0 to 10. 

4- Conversion Rate 

The conversion rate helps us to know the potential users who have ended up becoming customers. 

5- Customer Churn Rate (Customer Churn Rate) 

With this indicator we can determine who has stopped having a regular activity on our website.  

 
6- Customer Satisfaction Index (Customer Satisfaction Index) 

The Customer Satisfaction Index allows you to make changes and modifications around your future customer loyalty strategies. You can help yourself with a satisfaction survey. 

Now that you know these indicators, you can begin to build customer loyalty, so let's get to work! 

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