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Loyalty economics

The Economics of Loyalty insight allows companies to understand the bottom-line impact of poor service to address shortcomings. It uses data on customer loyalty derived from the SH Category Index and builds an economic model to measure bottom-line impact on the brand.

Measures include

  1. Distribution of customers based on the Net Promoter Score
  2. Existing financial dynamics of customers
  3. Modeling the cost and revenue of each client's relationship

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Since 2016, the Banking categories are amongst the lowest scoring

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