International Shipping Company

Telecommunications Provider
January 31, 2017
Automotive Aftermarket Chain
January 29, 2017

International Shipping Company

A transportation company must assess the value of its "Gold Customer" loyalty program to determine if it is cost justified. CFI Group identified aspects of program membership with the greatest impact on buying and retention rates. The team also 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.

Based on CFI Group’s analysis, the client:

  • Stemmed the customer churn rate
  • Identified and leveraged the features of the program with the greatest impact on customer retention
  • Empower account managers and streamline negotiation process giving them power to finalize agreements
  • Re-aligned other features to further leverage the program
  • Deleted features that had no practical impact on customer behavior

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