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  "documentTitle": "Embracing the Loyalty Equation",
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  "notes": "The chart shows a positive correlation between recommendation ratio and revenue growth across various industries, with Telecom & Cable lagging behind.",
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      "text": "This metric—which measures the percentage of people who are aware of a company and can spontaneously recommend their product or service to others—often closely correlates to revenue growth.",
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      "text": "Relationship between Consumer “Recommendation Ratio” vs. “Revenue Growth”: Communications Industry vs. other industries (U.S. only)",
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      "text": "Currently, consumers’ loyalty to their service providers remains, at best, fleeting, with only one-third of customers having stayed loyal to a service provider for more than five years. Our analysis across eight sectors (see Figure 2) also shows that communications is among the sectors with the lowest customer recommendation ratio. This metric—which measures the percentage of people who are aware of a company and can spontaneously recommend their product or service to others—often closely correlates to revenue growth.",
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      "text": "Our research points to an antidote to commoditization. This growth strategy relies on a radical, but achievable, change in the telco-customer relationship, hinging on loyalty.",
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      "text": "Note: “Recommendation Ratio” formula = count of brand recommended / (count of brand recommended + count of brand avoided)",
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      "text": "A renewed focus on the customer",
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