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

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LRC News

02/3/2010
Loyalty Research Center and Focus Forward Have Joined Forces

Aldy Keene, Founder of the Loyalty Research Center (LRC), and Kevin McQueen, President of Focus Forward, have developed a REALTOR® Association Performance, Improvement &....[expand]

Aldy Keene, Founder of the Loyalty Research Center (LRC), and Kevin McQueen, President of Focus Forward, have developed a REALTOR® Association Performance, Improvement & Deployment package designed to strengthen the relationship between REALTOR® Associations and their members. The package starts by measuring member satisfaction and loyalty and includes action-planning and deployment based on the research study findings.

We know that the consumer and member expectations are constantly increasing and that's why the Loyalty Research Center and Focus Forward have joined forces to offer this timely and unique package that will ensure REALTOR® Associations quicker results and improvements that can be measured. What could be more important in this economy and highly competitive real estate market?

Since 1997, the Loyalty Research Center has worked with REALTOR® Associations to improve performance and strengthen member relationships. LRC designs REALTOR® Association research studies that determine REALTOR® loyalty and identifies the problems and issues that can undermine loyalty and satisfaction

Kevin McQueen, President of Focus Forward, provides professional consulting services to Associations, MLSs, Vendors and Brokerages. He brings more than 27 years of hands-on leadership experience as an MLS vendor, CEO of the largest regional MLS in Michigan (Realcomp), President and CEO of a software firm and as a trusted industry advisor & independent management consultant to more than 300 organizations.

The Loyalty Research Center and Focus Forward look forward to working together with REALTOR® Associations to improve association performance, reduce member losses and grow by knowing more about what REALTOR® Association members want and need to succeed.

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