Understanding Customer Loyalty - Attitudes, Behaviour, and Value


Customer loyalty is fundamental to our vision of how to build long term sustainable businesses, grounded in what we call a "loyalty strategy". In simple terms, that means finding and keeping the right customers. But "loyalty" is a curiously slippery word, often meaning different things to different people in different contexts.

In this webinar, Stephen Hampshire spells out exactly what loyalty means, in terms of customer attitudes and behaviour, and the mechanics of how that translates to long term value for your business. We'll explain that the best measures of loyalty depend on your sector and the nature of your relationships with customers. Finally, we'll suggest how you can use customer research, combined with other data, to build your loyalty strategy on solid foundations of data.

Register for your free place today.

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Webinar host:

Stephen Hampshire

Client Manager @ TLF Research

After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.

Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.

Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.