A4.1 Define the Loyalty Index as the Proxy for Potential Profit per Item
Items 3.1–3.3 in columns P–R elicit the customers' commitment to JetSpray models, a dealer, and equipment so we defined the loyalty index as the aggregate of these components of customer loyalty. To calculate the loyalty index score for the first respondent (row 2), we clicked on cell BJ2 and entered “=SUM(P2:R2).” We obtained the loyalty index score for other respondents by copying and pasting this formula to BJ3 through BJ151.
Get Top Market Strategy now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
