The Aggravation Index
Leading companies like FedEx and others have found that a daily metric that tracks occurrence of errors that frustrate customers can be a simple and easy way of measuring and predicting when a customer might leave and never come back. By holding focus groups with customers from a variety of industries and locations, FedEx gathered a long list of things the company had done to … [ Read more ]
Author: Mark Graham Brown | Source: “The Customer Aggravation Index: Predicting Customer Loyalty Without Surveys” | Original Publication: Business Finance | Subjects: Customer-Related, Management