Crafting the perfect Customer Loyalty metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.
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While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Measures the level of satisfaction customers have with a product or service, often collected via surveys at the end of a transaction or service interaction. Calculated as (Number of Satisfied Customers / Total Number of Responses) * 100.
What good looks like for this metric: 75-85%
Ideas to improve this metric
Gather regular customer feedback
Resolve customer complaints promptly
Enhance product features based on feedback
Train customer support teams
Improve user experience design
2. Net Promoter Score (NPS)
Assesses customer loyalty by asking how likely customers are to recommend the product to others. Calculated as percentage of promoters minus percentage of detractors.
What good looks like for this metric: 30-50
Ideas to improve this metric
Engage with promoters for referrals
Address issues raised by detractors
Implement a customer loyalty program
Improve overall product quality
Personalise customer interactions
3. Monthly Recurring Revenue (MRR)
The total predictable revenue that a business expects to make every month. Calculated by summing up the recurring revenue from all customers in a month.
What good looks like for this metric: Varies widely by industry
Ideas to improve this metric
Upsell existing customers
Introduce tiered pricing models
Reduce customer churn
Expand market reach
Improve the onboarding process
4. Customer Acquisition Cost (CAC)
The cost associated with acquiring a new customer, calculated by dividing the total marketing and sales expenses by the number of new customers acquired.
What good looks like for this metric: $10-$200
Ideas to improve this metric
Optimise marketing spend
Increase organic growth channels
Improve lead conversion rates
Enhance targeting strategies
Strengthen brand awareness
5. Customer Lifetime Value (CLTV)
The total revenue a business expects from a customer over their lifetime. Calculated by multiplying the average purchase value, purchase frequency, and customer lifespan.
Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
Tability's check-ins will save you hours and increase transparency
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