Loyalty

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Positive word of mouth is a critical driver of future growth for consumer software products. Along with features and capabilities, user experience is a key determinant of how likely users adopt new technology and recommend software. We’ve found that usability accounts for between 30% and 60% of the variation in Net Promoter Scores. A positive experience leads customers to recommend a product. A negative experience,

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Despite the attention consumer-based mobile apps, websites, and software get, a lot of the world depends on business software. Business software supports core functions for organizations such as productivity tasks, communication, accounting, and sales. Along with features and capabilities, the user experience of software is a key determinant of how likely users adopt new technology and recommend the product. Benchmarking is an essential step in

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One key predictor of future company growth is customer loyalty. It's such an important customer metric, I have a chapter dedicated to measuring loyalty in Customer Analytics For Dummies. There is evidence that customer loyalty predicts future growth better than customer satisfaction. That is, customers can be satisfied with a product and yet still choose not to purchase it again. Customer loyalty is best measured

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Customer loyalty is often a better predictor of future company growth than customer satisfaction alone. While customer satisfaction is an important measure of customers' expectation, customers can be satisfied but not loyal. To measure customer loyalty, you need to use a mix of behavioral and attitudinal metrics. Here's a synopsis of this mix of metrics as described in the chapter on measuring loyalty in my

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