Loyalty versus Satisfaction - What's the Difference?

Satisfaction will not tell you if your customers will defect or your association members will drop their memberships.

Loyalty measurement captures the voice of the customer; their expectations and your performance against those expectations, as well as what you need to do to improve. Unlike satisfaction, loyalty encompasses the total customer experience; giving you a foundation for better decision making and action planning.

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Defining Customer Loyalty

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Matt Braun

"Working at the Loyalty Research Center has given me a great opportunity to understand unique issues for a variety of companies and industries. "

Education

Butler University - BS - Marketing

University of Georgia - Principles of Marketing Research Certificate

Background

Matt graduated from Butler University in 2007 with a Bachelor of Science degree in Marketing. After graduation, he joined the company as a project administrator and assisting the account management team with day-to-day activities. Matt has quickly moved up the ranks to join the account management team. Currently, he works with a wide variety of clients and industries, but is beginning to focus much of his work in the Association industry, particularly REALTOR® Associations. In addition to Associations, Matt works on several private equity portfolio company projects.

Personal

In his personal life, Matt is an avid baseball fan and spends his free time playing sports, coaching youth sports, reading, and watching movies. He is involved in the Heartland Film Festival as well as a volunteer with the Indiana Sports Corporation.

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