The difference between the Customer Loyalty Matrix and the Competitor Vulnerability Matrix is that the latter is populated by the current customers of a competitor. The crosshairs still represent the market means for CQI and Price, and the circles represent groups of a competitor’s customers.
Customer Quality IndexIn the present case, 42% of this competitor’s customers represent “low-hanging fruit.” The basis for picking that fruit will be found in an examination of ratings on the Quality Driver scores for Groups 3, 4, and 5. For additional examples of identifying and picking a competitor’s low-hanging fruit, see Dominating Markets with Value.
