Customer loyalty Index

Nihilent’s Customer Loyalty Evaluation^TM (CLE) is a patented predictive model that helps businesses to identify the loyalty drivers and build enduring customer loyalty.

While researching the psychographics of buying and selling, Nihilent derived that loyalty is a function of the expectations that have been set by the seller before the acquisition of the product or service, and the actual experience of the customer. This relative experience of the customer with respect to his expectations is what determines whether he feels disgusted, happy, satisfied or delighted.

CLE determines customer loyalty by analyzing the ‘experience’ of customers in comparison with their ‘expectations’ for a product/service. The model analyzes customer expectations and experience based on 14 signals. Our intensive research over the years shows that these 14 signals are the aspects on which the customer makes a buying decision and evaluates his experience. The 14 signals not only capture the tangible monetary factor but also intangible aspects such as emotional, psychological, ethical factors.

This model comes up with an exclusive Index for loyalty termed as “Predictive Loyalty Index” (PLI). Customer Loyalty Evaluation (CLE) is thus a unique model designed and developed to make customer loyalty measurable and predictable.

CLE Advantage

Predicts Customer/Employee loyalty
Identifies the key grievances of customers and identifies focus areas to improve loyalty
Helps companies to benchmark themselves against industry loyalty standards
Determines the cost customers are ready to incur for your products and services
Provides insights about trends and customer preferences
Facilitates your organization to make the right offers to the right customers at the right time
Gets market sentiment and predicts the success of a new product/service
Helps innovate and deliver the right product

CLE Methodology

Set Survey objectives and scope
Create Survey questionnaire using the patented CLE framework (14 questions only)
Conduct Online survey
Determine Loyalty Metric - Predictive Loyalty Index (PLI)
Identification and analysis of gaps; Root cause analysis

CLE for MSMEs

CLE is further being incorporated into a web-based tool named "14signals" (www.14signals.com ) for Micro, Small & Medium Enterprises (MSMEs), which will be collaborated by Nihilent's consulting practice.

Partners

Nihilent has partnered with the Indian Statistical Institute (ISI) for their expertise in delivering detailed and valuable findings using a wide range of statistical analysis methods. Nihilent plans to publish loyalty benchmark reports for various industries that will help companies to benchmark their loyalty index with that of the industry.

For further information contact globalbizdev@nihilent.com or mc3@nihilent.com

Download CLE Brochure