Measuring your return on the investment of your customer program is key to capturing the attention of the company leaders. Here are three approaches to measuring ROI:
Risk– How do financials align with our customer metric? What are our financial asset in a loyalty context? Where are we vulnerable (both short-term and long-term)?
Reality– Do customers do what they say they are going to do? What is the time lag between intention and behavior? What are the industry, business and....