Customer Loyalty How you can foster it and profit from it Keynote San Francisco DMA March 16, 2006...
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Transcript of Customer Loyalty How you can foster it and profit from it Keynote San Francisco DMA March 16, 2006...
Customer LoyaltyHow you can foster it and profit from it
KeynoteSan Francisco DMA
March 16, 20065:30 PM
Arthur Middleton HughesVP Solutions Architect
Why loyalty is important: Long term customers:
• Buy more per year
• Buy higher priced options
• Buy more often
• Are less price sensitive
• Are less costly to serve
• Are more loyal
• Have a higher lifetime value
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Percentage Retained
from Previous
Year
1 2 3 4 5
Years as a customer
Loyalty is measured by the retention rate
Retention pays better than acquisition
($62)
$48
($80)($60)($40)($20)
$0$20$40$60
New Customer 3rd YearCustomer
Annual Profit
Two Kinds of Database People
Constructors
People who build databases
Merge/Purge, Hardware, Software
Creators
People who understand strategy
Build loyalty and repeat sales
You need both kinds!
Relationship Buyers vs Transaction Buyers
• Transaction buyers are always shopping for the best price. They have no loyalty.
• Relationship buyers are looking for a friendly institution that treats them well and provides good service.
• Relationship buyers will stick with you when your prices go up.
• Transaction buyers will leave for a dime’s worth of difference.
Loyalty and Affluence
• Wealthy customers are more loyal
• 92% of $125K+ are in airline loyalty programs compared to 51% of all
• Wealthy customers do not want discounts. They want status and perks.
Loyalty and Preferences
• Customers who register their preferences are more loyal than others
• Once you know what they want, you have to give them what they want!
• Awarding points or miles works.
How Sears Determines Preferences
How I feel about brands: • I typically buy top of the line name brand products • I buy name brand products at a moderate price • I am always looking for a bargain. I will try any brand if the price is right. How I feel about technology: • I buy products with the latest features & innovations • I buy products with mainstream features & technology • I am not interested in technology, keep it simple for me Home status: • Home Owner • Renter • Lived in my home for less than 6 months • Plan to move in the next 6 months • Plan to remodel in the next 6 months Presence of Children: • Baby (Age 0 - Age 1) • Kids (age 1 - Age 12) • Teenagers (age 13- Age 18) • None
Create your segments based on these answers
What Reichheld said about loyalty
• Frederick Reichheld in The Loyalty Effect pointed out that some customers are loyal and some are not.
• He suggested that companies should start by trying to attract the right kind of customer to begin with.
• Loyalty and disloyalty can be predicted early in a customer’s career.
• One insurance company, he said, found that disloyal customers were often:
– Single people, rather than married people
– Renters, rather than homeowners.
– People who responded to low-ball discount offers
– People who respond to temporary sales
How to determine your net customer promoter index*
• Ask all customers a single question:
*Frederick Reichheld: The one number you need to grow
Determine your net promoter index: (Promoters minus Detractors)
• 41 minus 24 is 17 – that is your net promoter index
• Average of 400 companies was 16
• eBay, Amazon, USAA scored 75 to 80
Brian Woolf on Loyalty
Sales always grow when prices are cut. Unfortunately, new customers attracted by such promotions typically exhibit low loyalty and require constant ‘price feeding’ to keep returning which means continued lower gross margins.
Heavy promotional pricing is not a recommended tactic for building loyalty.
Ruin your customers with discount price offers
• Low ball offers, discounts and coupons bring in the wrong kind of customers
• They train your good customers to think about price
• Discount customers:– spend less, less likely to stay
– are more costly to service
– make good customers feel cheated
Maintaining loyalty
• Communicate with your customers often– Thank you for your order
– Your order was shipped today track # 44455
– Did your order arrive OK?
• Make your communications relevant– You have Release 2.0, Mr. Hughes
– Release 3.0 will double your speed
– To find out about it click here.
Many customers are profitable – some are very unprofitable
79.67%
24.82%15.83%
1.52%
-21.83%
-40.00%
-20.00%
0.00%
20.00%
40.00%
60.00%
80.00%
5% 11% 28% 28% 28%
This 28% lost 22% of the bank’s profits!
Bank Customers by Profitability
GOLD Spend Service Dollars Here
Spend Marketing Dollars Here
Reactivate or Archive
Your Best Customers - 80% of Revenue
Your Best Hope for New Gold Customers
Move Up
1% of Total Revenue These may be losers
Customer Status Levels
Status Levels and Marketing Segments
Gold
Silver
Bronze
BusinessCustomers
AffluentRetired
YoungSingles
FamiliesWith Kids
Low RateShoppers
CheckCashers
Status Levels
Marketing Segments
Customer Marketing Staff
Segments are essential for marketing
• Many customers are quite different in their purchase patterns
• Create actionable segments and determine the value of each
• Use the results to focus your retention programs and acquisition programs on the most profitable segments
Building Loyalty by Cross Sales
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
1 2 3 4 5+
Number of Products Owned
Retention Rate by Products Owned
How to sell a second product
• Customers who have more than one product have a higher retention rate.
• Two reasons for second product:– Profit from the new product
– Retain customers for the existing one.
• An insurance company with independent agents used a model to predict the Next Best Product for each customer
• Offered a 10% discount on first product if second is purchased
Dear Bob & Kitty:
As I figure it, you could save
about $206 per year on your
auto premium. Call me today!
Susan
Create personal notes from agents
Automatic follow up note
Dear Bob & Kitty
I haven’t heard from
you on the letter on
the new homeowner’s
policy. The savings
on your auto policy
are terrific. Call m
e.
Susan Hughes
How did it work out?
• 89% of agents invited went to web and participated.
• 52% created personal notes
• Recipient HH bought 11% more than the controls
• Follow up letter created 8% more sales
• Follow up phone gained 43% more.
Conclusion: This method works!
• Personal notes increased sales by 140%
• Model prediction: Top decile sales 68% over average and 195% over bottom decile.
0
50
100
150
200
250
300
10 9 8 7 6 5 4 3 2 1
Sales by decile
Travelers Insurance
• Costs 20 times as much to acquire new customers than to retain existing ones
• Customers want communications
• Contacts should be conducted locally
• 1% increase in retention is worth $ millions
What the retention database program provided
• Systematic process
• Turnkey operation
• Customer segmentation
• High quality communications at minimum cost
• Personal, professional
• Building a customer relationship
• Agents paid all the expenses
Database Analysis to support Travelers communications
• Profile the customer base.
• Who is staying? Who is leaving?
• Establish measure of customer desirability
• Determine profitability
• Determine lifetime value
• Use these to drive segmentation and retention strategy
What happens during a year
• Letter 60 days before annual renewal
• Annual review
• Thank you card in 1st quarter
• Cross sell postcard in 2nd quarter
• Newsletter in 3rd quarter
• Seasonal card in 4th quarter
Results…
• Increased the customer retention rate from 85.1% to 90.5% -- compared to controls. Worth millions of dollars to Travelers.
• All previous programs had been subsidized . They had all failed
• In this program, the agent paid for all. In prior programs, the agent risked nothing
• In this program, the agents wanted to make sure that their money was not wasted
• 62% of customers who left, never talked to an agent first
• 80% of people who talked to an agent did not leave.
Summary: how to build loyalty
• Recruit loyal customers to begin with
• Create status levels for your customers
• Create marketing segments
• Develop a relationship with each customer
• Communicate often
• Sell a second product to build loyalty
• Work to build your net promoter index
Books by Arthur Hughes
From McGraw Hill. Order at www.dbmarketing.com Contact Arthur: [email protected]
Thank you!