Customer loyalty is important. But loyalty is only one of a long list of customer behaviors that can drive profitability and market value. In today’s competitive environment, the best way for a business or organization to increase profitability is to engage their customers in a dialogue leading to an exchange of value between the two parties. To achieve optimal results, the value you invest in customers and prospects must be commensurate with not just their current value, but with their potential value. Moreover, to create a true win-win value exchange both sides must benefit.
This philosophy forms the basis of our patented Value Exchange Optimization™ approach to helping clients increase customer engagement, revenue and profits by realizing the full potential value of their customer franchise on a customer-by-customer basis.
By developing fully integrated, end-to-end solutions that reach across all customer communication channels and touch-points, we enable companies to engage in true one-to-one negotiations with their customers. You make it clear what you’re willing to offer for a desired change in their behavior and the customer chooses the reward most valuable to them.
It’s a win-win approach that works for both sides
Tailoring incentives to each unique customer and letting them be in control – instead of being sold – makes them feel they are getting more value, which leads to significantly higher levels of engagement, satisfaction and retention, while increasing the profitability of these relationships.
Engaging with customers on an individual basis – instead of pushing one-size-fits-all offers at them – drives response, improves the success of cross-sell and up-sell efforts and increases both your revenue and market share.
Our four-step approach:
- Utilizing advanced technologies and analytic tools – which leverage our strategic Value Exchange Optimization™ approach – we analyze the microeconomics of each customer’s existing behaviors to determine their current value and identify those areas where there is the greatest potential incremental value from changed behaviors
- You then determine how much you are willing to incent to change these behaviors, so that they drive customers to take a desired and valued action
- Using real-time multi-channel delivery and our proprietary platform, we then offer each unique customer a choice of incentives – that reward only those behavior changes that have value – structuring the offers in such a way that it’s a win-win for both your company and your customer
- We then monitor and analyze each individual customer interaction and apply these findings to continuously refine and optimize subsequent offers to ensure that your investment is having the highest impact possible in driving the behaviors you want – in the most cost-effective way possible.