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Problem |
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| A leading retailer had noticed a historical decline in sales
volume and purchase frequency among core customers. They wanted
to further quantify the loyalty of these customers and understand
what steps could be taken to change recent behaviors. |
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Approach |
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| A quantitative tracking survey was initiated among core
and competitive customers, as well as brand considerers to
ascertain customer loyalty. This input was used to define
a loyalty metric to be tracked over time. We then developed
a predictive algorithm that accurately determined a customer’s
loyalty score based on a handful of behavioral and attitudinal
components related to their category and client’s brand
usage, as well as their level of emotional involvement. |
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Learning |
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| By applying this knowledge, in concert with our client’s
transactional data for their preferred customers, we were
able to give the client advice and consultation on new relationship
strategies to enhance and rebuild customer loyalty. |
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