Foreword
Introduction
1 Scope
2 Terms and definitions
3 Loyalty process
3.1 General
3.2 Initial review
3.3 Policy
3.4 Planning
3.5 Implementation and operation
3.6 Performance assessment
3.7 Improvement
3.8 Management review
Annex A (informative) Example of a plan
A.1 Quantified key objective
A.2 Outcome indicator
A.3 Prepare plan to achieve key objective
A.4 Draw up targets
Annex B (informative) Examples of a loyalty measurement
process
B.1 Outline of the process
B.2 Examples of key questions for an employee questionnaire
B.3 Examples of key questions for a customer questionnaire
B.4 Examples of additional questions for an employee
questionnaire
B.5 Examples of additional questions for a customer
questionnaire
B.6 Example of a scoring system to establish loyalty
indicators
B.7 Customer value
Bibliography
Figure