Measure and Improve Loyalty to Boost Retention

By: Marketing Touchpoints  09-12-2011
Keywords: Customer Loyalty

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.

Keywords: Customer Loyalty

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