Our Expertise

True Loyalty

Customer retention 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 – a customer retention solution that focuses on changing overarching attitudes rather than one-time behaviors. By creating and reinforcing customer retention strategies that promote 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 with our customer retention programs, 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 retention strategy employs statistical models to examine the impact of reward programs, communication channels and employee-to-customer interactions leading to customer retention and satisfaction as well as optimal investment against tangible activities that drive loyalty.