Loyalty.
We specialise in linking insight to behaviour. Through the application of our loyalty model, we can pinpoint when and why customers – and non-customers - begin to behave differently towards your brand. Equipped with this knowledge, we empower our clients to prioritise actions which have the biggest impact on growth.
Our loyalty model comprises five distinct building blocks, Quality, Value, Sharing, Closeness, and Magnetism. Each block offers a different opportunity for individual brands, Closeness and Magnetism drive higher revenue growth from existing customers, while Sharing relates more directly to acquisition. Our model is fully validated and proven to better predict key business outcomes. But don’t worry, NPS still plays a key role in our thinking.
We love talking about loyalty, and we’d love to show you how it can take your Customer Experience, Brand, and Proposition Development insight to the next level.
Our loyalty booklet is filled with handy explainers on how our framework works in practice.
Customer Experience.
We track the specific Touchpoints that connect customers with a brand, as well as analysing the overall Relationship.
We develop bespoke insight programmes that enhance the experiences customers have with a brand. By tracking how customers feel along each step of their journey, or through less frequent relationship studies, we provide insight that impacts the business outcomes clients care about.
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Customer experience programmes.
How to invest in your brand
Learning how rewarding customers drives loyalty
Brand strategy.
When it comes to Brand Strategy, we help our clients with Brand Positioning - what makes the client different from its competitors - as well as Market Understanding, which means identifying the ways in which potential customers make choices.
Once a brand has this understanding, it can start to resonate with customers (and non-customers!) and build loyalty. But in order to resonate, you have to understand what really makes them tick. Our loyalty model identifies the areas with the greatest growth potential, allowing you to create a brand strategy for better customer engagement – and to develop a better understanding of the market. From high street brands to financial services, we help our clients develop loyalty strategies to match their growth ambitions.
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Crafting a brand strategy.
Laying the floor for improvements in brand loyalty
There’s just something about Monzo
Proposition development.
We specialise in helping our clients to develop initiatives that reward their customers, grow loyalty, and maximise their lifetime value. Ultimately, the success of any loyalty building proposition can only be measured by the return on investment - even if you’re in a highly transactional market.
We’ve shown a wide range of clients in different markets just how important loyalty is – and how to develop a proposition for capturing and exploiting it. Using our bespoke techniques, brands can test and measure the likely impact of new initiatives on their customers’ loyalty.
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Developing a proposition.
Opportunities to reward in insurance
Take a bite out of Feast It’s book