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.

The Latest LRC FREE Webinar

Loyalty Research: The Next Generation of Voice-of-the-Member Research

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Click here for, Why Should Associations Survey Their Members in a Recession?

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LRC Events

09/21/2010 - Michiana Chapter of the American Marketing Association

Aldy Keene, Loyalty Research Center Co-founder, will present Customer Loyalty, Urban Myths and Implications for Your Current Marketing Strategy to the Michiana Chapter of the American Marketing Association. The meeting will be held on Tuesday, September 21st from 11:30 until 1:15. Visit http://amamichiana.com/upcoming.php for location and details.

Program description:

Customer loyalty is an elusive topic. Many speakers, researchers, and other pundits publicize their nostrums on customer loyalty and what it can do for your business. Many of these are dreadfully wrong. Our luncheon speaker, Aldy Keene, has researched customer loyalty for the past 20 years and will provide fact-based insights that will dispel some of the most widely (and incorrectly) held notions on customer loyalty. You’ll find this entertaining, enlightening, and applicable to your current business strategy. The conclusion of the talk will feature take-aways for how to deal with customer loyalty in the current economic environment.

11/23/2010 - IABC Indianapolis Chapter

Using Marketing Research To Build Effective Communications

Liz Kyzr-Sheeley, Senior Consultant, the Loyalty Research Center; Bill Lovejoy, Vice President, Borshoff and Don Hart, Senior Administrator for Public Affairs, IPL will present an IPL Case Study to the IABC Indianapolis Chapter on Using Marketing Research to Build Effective Communications. Visit www.iabcindy.com for more details.