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

Defining Customer Loyalty

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

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What is Strategic Account Management (SAM)?

Strategic Account Management (SAM) is an increasingly prevalent management tool used by companies to focus the organization on important accounts. Your most important accounts need to be supported at a level that not only maintains but grows the relationship and subsequent business. The accounts chosen should be of the greatest long-term, strategic value to the organization.

The Loyalty Research Center can help you identify key accounts, gather and analyze customer feedback from these critical accounts, and develop an account-specific roadmap to maintain and improve the relationship over time.

LRC can help you build an effective, customer-driven SAM program - one that will satisfy customer needs, improve relationships and build your business.

Read more about our SAM process.