Customer Relationships and Financials

The linkage between relationships and financials is what makes the Loyalty Metric so valuable to our clients. A relationship metric is only as good as its ability to predict behavior, enable targeted actions and drive results. The Loyalty Profile and associated behaviors of a customer cohort in the example below may look familiar to you. […]

Measuring Relationships – Driving Revenue

An Industrial Distributor uncovers hidden growth & profit potential in its customer base using Loyalty Segmentation Background & Challenge: One of the largest industrial distributors in North America (“Client”) provides a broad range of products and value-add services to approximately 500,000 customers in the infrastructure and construction sectors.  Customers are serviced through branch locations across […]

Developing Better Strategies Through Effective Member Research

Associations are shifting from “gut” decisions based on myth, perception, and perpetuated beliefs about members to more data-driven decisions. The emergence of low-cost, easy-to-use survey tools has made data more accessible than ever. There is a lot to consider in the realm of membership research … Are you collecting data that represents your entire membership? […]

Customer Segmentation Drives Targeted Growth Strategy

Staking a distinct position in a market with diverse needs helps telecom service provider grow profitably. Background: A regional telecommunications service provider (Client) served approximately 40,000 residential customers. The company was established in the mid-1950s to bring local and long distance telephone service to, what was then, a remote rural outpost. Evolving with the times, […]

predictive analytics

The Power of Predictive Analytics

It is five times harder to acquire a new customer than it is to retain one. This is an oft-quoted and well established paradigm. Customer churn is a significant challenge for many businesses, and especially so for those in service oriented markets. Stemming customer attrition is low hanging fruit when it comes to growing the […]