Part 1: Measuring and understanding your customers
1.Net Promoter Score (NPS) – How likely is it that a customer will recommend your business to a friend?
2. Customer Profitability Score – How much profit do individual customers bring your business, after deducting the costs of attracting and keeping them happy with advertising, customer service, etc?
3. Customer Retention Rate – How many of your customers are going to come back for more? And how loyal are they to your brand, organization or service?
4. Conversion rate – How well so you translate enquiries, sales calls and web page views into paying customers?
5. Relative Market Share – How big your slice of the pie is, compared to your competitors in the same market.