loyalty & retention
Our client experience and industry research has shown that the top 30 percent of customers generate 70 percent of the sales. The significant impact of fostering customer loyalty in these best customers can be demonstrated by looking at customer lifetime value. Comprehensive studies of loyalty programs in the book Loyalty.com reported that Cadillac calculates the lifetime value of a customer at $332,000, and life-long customers of Pizza Hut are worth an excess of $8,000.
Our skilled analyst and strategist can help you understand the drivers of loyalty and defection, from the customers' point of view; develop a loyalty strategy focused on the "right" customers; systematically deliver value; create a rewards system that reinforces desired customer behavior and implement a methodical approach to measuring results.
As architects of many of the nation's most successful loyalty programs, we know how to leverage brand equity to create relationship-marketing programs that keep customers for life — and your competitors at bay. We'd like to share with you 10 critical success factors to cultivating profitable customer relationships: they're all spelled out in the Loyalty Report. This report documents many of the marketing challenges companies like yours face and outlines how you can leverage customer insight into an actionable loyalty strategy — one that drives higher sales and builds stronger customer relationships.
