Identify your customers' drivers of loyalty and ensure lasting relationships.

Loyalty is an undeniably important objective of every organization spending considerably on acquisition, service components, campaigns, deliverables and customer-relation programs. Capture the reasons for commitment to your brand and products, and you hold the key to lasting relationships with your customers. LOYAL© helps you identify these drivers and get ahead of the competition.

Outline

LOYAL© has been developed to shape loyalty for every individual organization. Generally speaking, loyalty is driven by your customers' satisfaction, trust and involvement, but also constantly influenced by the quality of the available alternatives. With LOYAL©, we are able to determine and analyse the aspects that influence the degree of loyalty toward your company the most, while we take into account the specifics of your organization and the surrounding force field.

Methodology and setup

LOYAL© identifies the different aspects that may influence the retention of your customers by means of quantitative online research methods of a highly qualitative nature. The actual influence of these aspects differs among the various sectors of industry and the suppliers within a certain branch, but also among your own customers. In our setup, your customers are asked for their opinions on all aspects that might influence retention, such as their satisfaction with

• your various products and services,
• your brand values,
• your company image and lastly,
• their view on the deliverables existing in the market in which you operate.

What is more, participating customers are invited to think of ways to improve loyalty to your organization.

The results of LOYAL© offer you a perfect view on different customer segments based on satisfaction level, repurchase intent and willingness to recommend your company. For each of these segments, we provide you with an extensive profile in which attitude towards your company and your offerings is described and benchmarked to those of your competitors. As such, you will be able to identify your most valuable customers and invest more in their future perspective. Efforts and budgets being spent on non-loyal customers can be adjusted, leading to more efficient spending and higher profitability. All findings are brought to you in a clear-cut report containing the various profiles as well as actionable recommendations and suggestions from your own customers.

Your benefits

With LOYAL©, you will benefit from a unique research setup that gives you an in-depth view of your customers' loyalty and their reasons so you can adjust your efforts accordingly. MetrixLab offers you

• a method to identify your customers and the different loyalty profiles among them.
• an overview of aspects that matter to your most valuable customers, allowing you to focus on these groups and extend them by detailed targeting.

Top of page