Johannesburg, 10 Sep 2007
Nihilent Technologies, a leading global consulting and solutions integration company, today announced that the South African Patent and Trademark Office has awarded SA Patent No. 2009/04401 to the company's predictive 'Customer Loyalty Evaluation' (“CLE”) model. The patent titled 'System for Evaluating Customer Loyalty' helps businesses to successfully identify loyalty drivers and drive customer retention.
CLE is a unique model developed to make customer loyalty measurable and predictable. The model determines an index for loyalty termed the 'Predictive Loyalty Index' (“PLI”). CLE has been incorporated into a Web-based software product that can also be enhanced by Nihilent's consulting practice. Nihilent has agreed non-exclusive partnerships with Britehouse Holdings and DaVinci University, Johannesburg, who will offer the product to customers in South Africa.
“Conventional customer loyalty surveys invariably capture the superficial and on-the-moment mindset of the customer without attempting to uncover facets of the promised experience or the insight into what the customer is expecting. This makes it practically impossible to predict the future course of action of the customer,” says LC Singh, CEO of Nihilent Technologies. “The CLE model is based on the analysis of the experience of the customer in comparison with their expectations for various products and services. Through our new patent, which we believe is the first in the category worldwide, businesses can calculate the PLI of customers, forecast trends and preferences over a period, and track areas of improvement.”
The CLE tool was launched in South Africa in July 2010.
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