DEVELOPMENT OF CUSTOMER LOYALTY MEASUREMENT AT CZECH COMPANIES

Abstract

Any efficient quality management system must use permanent feedback from customers. All organizations certified against the ISO 9001 standard should measure customer satisfaction. At present, such feedback seems to be unsufficient. A customer loyalty or value for customer represent advanced values for modern organizations. Unfortunately, these values are underestimated or completely ignored at Czech organizations as only about 30 % of them are interested in some customer loyalty indicators. An article is not only focused on current state analysis of customer loyalty measurement at Czech companies. The main topic is oriented to development and launching a comprehensive approach to customer loyalty measurement. This comprehensive approach includes customer loyalty measurement through future customers intentions, effects of customers loyalty, customer loss and finally, through loyalty index. Some lessons learned related to practical implementation of this approach from Czech companies will be also presented.

Recommended articles

IMPACT OF MICROCLIMATE CONDITIONS ON THE CONTROL ROOM PERSONNEL - CASE STUDY

LUBOS KOTEK, PETR TRAVNICEK, FRANTISEK BABINEC, PETR JUNGA, LEISAN MUKHAMETZIANOVA
Keywords: Ergonomics | reliability of human factor | control room | work environment | temperature | humidity | carbon dioxide

ENVIRONMENTAL REPORTING IN THE ENTERPRISE AND RELATED ISSUES

MIROSLAVA POLANKOVA, FRANTISEK MANLIG, RUZENA KRALIKOVA
Keywords: environment | accounting | audit | ecological | management

COMPARISON OF TAGUCHI'S PARTIAL CORRECTION TECHNIQUE WITH CONTROL CHARTS

LUBOS KOTEK, ALES NOSEK, ALOIS FIALA, JIRI ZAHALKA
Keywords: statistical process control | control charts | Taguchi's partial correction | hole reaming | Beta correction

DETERMINATION OF THE GRAIN GROWTH KINETICS AS A BASE PARAMETER FOR NUMERICAL SIMULATION DEMAND

JAROMIR MORAVEC
Keywords: grain size | numerical simulation | X10CrWMoVNb9-2 steel | 18Cr9Ni3CuNbN steel | Welding | Gleeble