R-E-S-P-E-C-T

Spells
Loyalty
Group 2A
Arpit Chugh | Deepam Sahu | Harshit Chaudhary | Nayna Jain |
Saachika Ahuja | Venkata Subrahmaniyam
Detroit!
 What?
Disconnection between
customer satisfaction and
customer loyalty
Research design
Measureme
12 focus groups nt 5000
(four for each of
questions + surveys
the three
categories) Attitudinal mailed
statements

5-9 % of
response
rate

Does respect The Data studied in

matter? Momentum the aggregate
Engine and by sector
 Place your screenshot here

Questionnaire topics
5-point Likert
Scale
Not too confusing

Captures all emotions

including undecided
feelings

Adequately measures
attitudes and opinions

The staff treats me with utmost
respect.

The staff/representatives value

my time.
Loyalty Map
Insurance Loyalty Map
 Generated response from
actual customers 5-9 % involvement
rate
Series of questions generating
useful responses
Too small of a sample
Both users and non users come
into picture
to represent the entire
customer base
Use of multiple techniques and
stages; strong points of
Synovate
 Does
respect
matter?
Yes!

Insurance Airlines

Retail
 The act of cherishing
the bond with ones
customers

Making human efforts

to maintain long-lasting
relationships

Understanding the
needs of the customers
and make them feel
valued
The five People Principles

Listen,
Intentions then
Appreciat dont youll
e me matter; know
actions do what I
said

Its about Admit it,

me, not you
about you goofed!
 Fin.
Any questions?