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International Shipping
Company
Situation:
A transportation company must
assess the value of its "Gold
Customer" loyalty program
to determine if it is cost justified.
CFI Group’s Approach:
Identified aspects of program
membership with the greatest
impact on buying and retention
rates. Developed the economics
of decreased churn rates and
incremental buying relative
to the control group as input
to the cost-benefit analysis
of the program.
Results:
Based on CFI Group’s analysis,
the client:
Stemmed the customer churn
rate
Revamped the program’s
features to better position
it as a tool to affect incremental
buying behavior
Identified and leveraged
the features of the program
with the greatest impact on
customer retention
Re-aligned other features
to further leverage the program
Deleted features that had
no practical impact on customer
behavior
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