Some Ideas about Validations for Customer Equity Measures / Stefan Ruf, Anovum Zürich

A systematic validadtion of customer loyalty / customer equity measures unveils that their predictive power can be increased by examining the relationship customers have with competitors.
 
A comparison shows that customer commitment operationalized by the 'Conversion Model' outperforms the 'Customer Satisfaction Index' used by ACSI.  The proposed new approach does even better.