Instructor for this course
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People are inundated with surveys these days.  Your car dealer, dentist, lawn service, cable provider and even the hotel you stayed in last night wants you to take time out of your day to complete their survey and help them improve.  Most of us are way too busy to fill out all these ridiculous surveys so we just ignore them, unless we are really mad or extremely pleased.  Companies that rely on this data are getting a false view of reality because only the extremely mad or ecstatically happy customers fill out the surveys.    

There's a better way to predict customer loyalty without all these annoying surveys.  FedEx is one of the first companies to figure this out.  In this course you will learn how to develop a real-time daily metric that directly links to customer loyalty and costs very little to track.  In fact, you probably have much of the raw data needed for this predictive analysis.  Find out what airlines, hotels, and even utilities track to determine future customer loyalty.

Learning Objectives

  • Explore the flaws in customer survey data
  • Discover the reasons that customers are disloyal
  • Identify the approach used to FedEx and other leading organizations to predict customer loyalty
  • Explore alternative approaches for creating a Customer Aggravation Index
Last updated/reviewed: April 28, 2018

3 Reviews (12 ratings)Reviews

4
Anonymous Author
Good overview of shortcomings of customer surveys and net promoter score as useful in driving metrics that will forecast customer defections. Good, simple overview with concrete examples of the Aggravation Index as a potential means of addressing this problem.
5
Member's Profile
This was a helpful course. It is relevant to me as we are trying to do more to ascertain our level of service quality - and there were some helpful nuggets in here.
3
Anonymous Author
Basic overview of the topic and how to implement, but would have liked better visuals of how these analytics are laid out or recommended software to use.

Prerequisites

Course Complexity: Intermediate

No Advanced Preparation or Prerequisites are needed for this course. 

Education Provider Information

Company:
Illumeo, Inc., 75 East Santa Clara St., Suite 1215, San Jose, CA 95113
Contact:
For more information regarding this course, including complaint and cancellation policies, please contact our offices at (408) 400- 3993 or send an e-mail to .
Course Syllabus
INTRODUCTION AND OVERVIEW
  2:18Introduction to How to Predict Customer Loyalty Without Surveys
Predict Customer Loyalty Without Surveys
  3:49What's Wrong With Customer Surveys?
  5:09Why Do Customers Leave?
  11:18An Alternative To Customer Surveys
CONCLUSION
  10:34Options to Consider - Aggravation Index
Continuous Play
  33:07How to Predict Customer Loyalty Without Surveys
SUPPORTING MATERIALS
  PDFSlides: How to Predict Customer Loyalty Without Surveys
  PDFHow to Predict Customer Loyalty Without Surveys Glossary/Index
REVIEW and TEST
  quizREVIEW QUESTIONS
 examFINAL EXAM