Loyalty & Customer Experience

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Increase customer traction by providing the seamless experience they want. This involves grasping customer needs across your portfolio of brands, products and channels — and, through this, defining the important characteristics of customer experience. In return, see higher profitability and increased loyalty by focusing on strategies to address pain points and create customer advocacy. You’ll also improve your ability to serve targeted customer segments and develop differentiated customer experiences with high return on investment.

Today, firms are concerned with all aspects of engagement across the customer life cycle. The way companies think about customer experience is becoming increasingly omnichannel in nature. Enhancing the digital experience is gaining equal footing with — and becoming inseparable from — the optimization of human interactions in the physical world.

At the same time, companies want to build true loyalty among their customers, to keep them coming back and recommending them to others. Traditional loyalty programs play a role, but must go beyond rewards and incentives. A loyalty strategy must deepen customer relationships through greater understanding of and more relevant conversations with their target segments.

There is an explicit connection between customer experience and loyalty; without a great experience, there is no path to true loyalty, and without loyalty strategy touching the digital and physical experience, programs risk being undifferentiated. Both loyalty and customer experiences provide essential elements of building a relationship with your customers, amounting to more than a simple transactional focus. They reduce the likelihood of loss to a competitor by reshaping the way customers think about, choose, use and endorse the goods or services you provide.

Our goal is to help you Increase customer traction by providing the seamless experience they want. We combine data and customer insight to help you create a world-class customer experience at every stage of the customer journey, from acquisition and development through commitment and retention. As part of this, we work with you to address the following questions:

• Does your company have a truly differentiated brand positioning and target group? Focusing on the core customer group is essential — too often, brands try to appeal to such a diverse audience that they dilute the experience and do not appeal strongly to anybody.
• Does your current customer relationship model really reflect how customer behavior is changing? Companies should be ready to redefine their business model around the customers they serve, not the products or services they sell — all while developing a cohesive experience across touchpoints.
• Is your company culture in sync with customer excellence? All consumer businesses should strive to deliver an authentic, consistent and compelling experience, and link the experience to the corporate ethos and brand identity.