Let's identify issues, codify improvements, and implement systems to increase customer and employee loyalty.
Customer loyalty has a proven, positive impact on financial outcomes, measured through metrics including increased retention, boosts in current and future spend, and word-of-mouth referrals. Employee loyalty is a key driver of brand and customer experience. The challenge? Developing a lens through which to see what really drives customer and employee loyalty—then articulating ways to improve it.
- Satisfaction and Loyalty Drivers: Knowing where you stand is key—but improving your performance on these drivers is the only way to boost loyalty, and increase the value of your customer advocates.
- Loyalty Program Consulting: Whether updating an existing loyalty program or designing a new one, we’ll determine the right blend of hard and soft benefits to drive desired behaviors.
- Closing Loyalty Gaps: Once gaps in employee and customer loyalty are identified, develop a structured program to improve and manage satisfaction and loyalty to drive significant returns over time.
By measuring current and earned loyalty and retention drivers, MCorp gives organizations a clear understanding of where their customers stand. Our consulting practice helps to clarify priorities for improvement, highlighting those activities that will most effectively drive increased loyalty, retention and profitability.