Loyalty Metrics
Our customer research will answer the question
"how loyal are our customers?" by providing a loyalty baseline of metrics for your B2B or B2C
customers against your competition. We also answer the question what brand and customer experience levers do we need to pull to improve loyalty
and profitable growth?" so that you can focus on the critical few drivers. The insight obtained will help ensure the success of your loyalty
program's goals, such as improved customer acquisition, via positive word of mouth, and improved customer retention. Some of our loyalty metrics include:
- willingness to wait if preferred vendor's products are in short supply
- resistance to competitor's blandishments
- resistance to adverse expert opinion
- willingness to pay a price premium
- satisfaction
- likely to buy again
- likely to recommend
- share of wallet
Metrics Linkage across Organizational Silos and Business Scorecards
We believe that understanding and measuring customer
value is the key to strategy, and that customer loyalt is
the key metric.
- Metrics linkage - We link your brand, marketing and customer metrics to revenue growth, profitability and market share
- Business scorecards - We create business scorecards which metrics provide a big picture view of your brand, marketing and total customer experience functions; that shows how your firm compares to the competition; and which metrics link to your business success measures such as revenue growth, profitability and market share.
- "What-if" scenario analysis tools - Our interactive tools help your strategic planning team set the correct target levels for critical brand, marketing and loyalty metrics. This addresses the business question:
"In order to accomplish our revenue growth objectives
for our planning horizon, what brand, marketing and
loyalty metrics do we need to move and by how much?"
- Analysis of your old data yields additional insights
- We create hierarchical cause-effect models of business success which yield tactics for your improvement strategies and link low-level operational metrics to higher-level survey metrics in key improvement areas.
- Modular measurement systems - We create a cascading system of metrics that allow you to drill down from high-level survey metrics to more granular operational metrics. This reduces the cost of measurement by eliminating duplication and overlap. It allows you to link operational metrics to high-level goals such as improved satisfaction and profitable growth.
