Loyalty OptimizerSM
Loyalty: A Function of Brand Perceptions and Experience
Loyalty is a result of several dimensions of Brand and Customer – not just one. It needs to be examined in the light of overall strategy to understand the contribution of delivery, marketing, and price.
Brand perceptions and customer satisfaction are both positively related to customers’ share of spending. More importantly, however, satisfaction and brand perceptions together have a combined impact on share-of-spending that is greater than the total of their individual contributions. Understanding this linkage is the only way to accurately identify and respond to customers who are at risk of defection.
The Loyalty OptimizerSM Dashboard
The Loyalty Optimizer Dashboard is the template for action. The dashboard points to strategies for moving customers from low value to high value segments and for migrating desirable customers to higher loyalty dispositions.
» Download the Loyalty OptimizerSM pdf.
