True Loyalty
Loyal customers are a valuable commodity. But how do you attract and retain them in today’s business environment? By building lasting relationships that are grounded in reward programs but thrive through consistent and memorable experiences.
Loyalty programs today focus on motivating one-time behavior – rather than generating enduring relationships. This has created a challenging and competitive dynamic where loyalty marketers focus primarily on outdoing each other on discount programs to drive purchases.
Maritz believes in a new approach to loyalty – one that focuses on changing overarching attitudes rather than one-time behaviors. By creating and reinforcing lasting attitudes about the brand and its products and services, companies can transcend competitive discounting and foster what we call true loyalty: long-term relationships that maximize customer lifetime value.
True loyalty begins with a holistic understanding of the end customers and it results in a consistent positive customer experience. Companies have the opportunity to impact future customer loyalty with every interaction. That’s why we focus on helping our clients identify key moments across every customer touch point that maximize loyalty and drive incremental revenue.
Our holistic, customer experience-based approach employs statistical models to examine the impact of reward programs, communication channels and employee-to-customer interactions leading to optimal investment against tangible activities that drive loyalty.
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Case Study
Client benefits from commitment to improving customer loyalty.
White Paper
Traditionally, a points-based loyalty model is focused on using incentives to create changes in behaviors, which led to a “perceived” or false loyalty. In a new, more experience-based approach, we inject the customer experience and the attitudinal shifts it inspires into the mix, leading to a change in behaviors and, then,to true loyalty.