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 […]

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, […]

organic growth

Voice of the Customer Drives Organic Growth

Listening to customers helps a successful manufacturing company to accelerate growth. Background A food packaging firm on the west coast (Client) had an enviably strong position in its market. Recognized by its customers as highly innovative, with a product line unique to the US market, they faced little to no competition in their defined – […]

member satisfaction

Member Satisfaction is Not Member Engagement: Going All-In on a Shift in Association Strategy

  Background & Challenge: An international medical society had measured member satisfaction with its organization since 1999. During that time, satisfaction had increased significantly from 58% in 1999 to 76% in 2013. However, while most members were seemingly “happy” (and retention rates remained around 98%), the organization did not understand how engaged its membership truly […]

Knowing Your Audience: Growing Your Meeting Attendance the Smart Way

Situation: A professional society with ~4,600 practicing members had seen attendance at their annual conference stay flat at around 1,000 registrants over a five year period. Significant time and resources were invested during this period to encourage higher attendance rates. Different approaches were experimented with (e.g. changing locations, introducing different formats and more aggressive marketing […]