Customer Chatter: Measuring Word of Mouth Effects in Loyalty

Presented by

Rick Ferguson, Editing Director, COLLOQUY®

About this talk

Can you measure the returns, positive or negative, when customers gossip about your company? Does word-of-mouth activity move the needle when it comes to advocacy and retention? This session reveals breakthrough results from a comprehensive qualitative and quantitative research survey, as COLLOQUY polls U.S. and Canadian consumers to examine the effect of word-of-mouth in loyalty program acceptance, participation and redemption. Learn about the importance of consumer advocacy to loyalty program success, the major differences between male and female loyalty program members, and the word-of-mouth characteristics of other key demographic customer segments.

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