For years we have shape successful customer acquisition and retention strategies. Our clients have capitalized on our expertise in brand research, channel management strategy, customer satisfaction and loyalty, and product development and pricing. By analyzing the impact of customer behavior on critical financial measures, such as revenue, profitability, brand equity, and market share we have helped clients shape effective strategies and programs to meet growth and profitability goals.
Helping companies align strategy, core competencies and work processes with customer requirements and preferences
Insight: Using a research-based consulting tool called Customer-Focused Business Alignment, we apply loyalty research, competitive benchmarking, process mapping and cost analysis tools to identify actions that directly effect loyalty and profitability.
Client Impact: By having a clear picture of customer requirements and preferences, clients are able to transform their traditional value chain to a more customer-driven value chain that increases loyalty and profitability and is more responsive to changes in the market.
Uncovering advantages and threats to customer loyalty in a competitive framework
Insight: It is much more cost effective to retain existing customers than capture new ones. Traditionally, loyalty is assessed from an internally focused perspective, with companies seeking to understand how their services, products and pricing effect loyalty. Our enhanced loyalty model, Commitment and Competitive Advantage (CCA), uncovers the magnitude of loyalty with respect to the competition.
Client Impact: CCA helps clients understand how their competitive advantages effect loyalty and, conversely, what advantages competitors have that are pulling customers away. The CCA model identifies competitors who present serious threats. CCA has been used by technology, financial services, and insurance firms and can be applied to any industry sector.
Maximizing merger value by preserving customer loyalty
Insight: A critical factor in successful mergers is understanding customer behaviors in response to the merger. We use research, strategy formulation, and targeted performance metrics to assist merger transition teams before, during and after completion of a merger. We segment customers and stakeholders, quantify their perspectives, and build statistical models to forecast the likely behavior of the different segments.
Client Impact: Clients gain strategic and bottom-line benefit by having a quantification model that predicts customer behavior and attaches a value to the different responses of their customers. Clients also benefit from knowing what interventions, and their associated costs, will help them retain customer value and loyalty during and after the transition.
