#customer-loyalty

Feedback loops only work when you close them. Bill Gates called unhappy people your greatest source of learning, yet 60-80% never respond to feedback surveys. Learn how to gather, analyse, and act on feedback so it drives real change.

Customer loyalty is a key indicator of a company's success that directly impacts profit. Research by Frederick Reichheld at Bain found that increasing loyalty rates by just 5 percent can boost profits by 25 to 95 percent, yet most companies still prioritize acquisition spending.