Producing long-term, high-value
customers who are truly loyal is often a challenge to many
brands. Though attracting customers in
the short-term is relatively easy, this does not guarantee
their long-term loyalty.
Our key focus is to help our
clients identify exciting factors (beyond basic/hygiene offerings)
that our clients can leverage on to improve and enhance their
product offering and communication strategy.
Our Customer Loyalty studies seek to identify
market gaps and unmet needs that can be met by unique characteristics
provided by our client. Must-have/hygiene offerings are
within customers' expectations but do not excite them.
We first measure the level of 'devotion'
of customers to a brand,
and identify what are the factors that can drive commitment.
Using 'Fix-It Matrixes', we then recommend to our clients
what are the areas that need fixing.