Keeping your customers - and keeping them happy

Over the past 20 years or more, loyalty marketing companies have created an entire lexicon of terms to define what they do.  “Reduce customer churn,” “improve customer retention,” and “build customer loyalty” are among the most commonly used phrases. But what exactly do they mean, and more importantly, what do they mean to your business?

Kobie understands that the most important definition of customer retention is the one that makes sense for your business. For example:

• To a credit card issuer, retention might be measured in terms of the percentage of cards that are activated, and the number of customers who continue to use the card
• To a wireless communications company, churn – the number of customers who change service providers each month - is a very real measure of customer satisfaction 
• To a retailer, for whom customer loyalty can be a very elusive concept, the focus may be on driving more-frequent purchases, and a higher average ticket

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The Kobie approach to customer retention

Acquiring the Right Customers - The best customer retention program starts with smart customer acquisition. If you are consistently bringing in customers who have a low value or are likely to defect, you are just churning and burning your customer base. Kobie understands how to look at customer acquisition through the lens of customer retention, and how to structure acquisition programs to bring in high quality customers right from the start.

Assessing Customer Value - You may be drowning in data, but to us, it’s the door to opportunity. We dig deep into your data to uncover the markers and profiles that will help you make the most of your marketing dollars. We're looking for trigger points - the signs pointing the way to high ROI customer marketing. The data will speak for the customer. But you have to know how to listen, and at Kobie, we're good listeners.

What if you don't have data on your customers? We can tell you what data is the most important to collect in your specific situation, and we can even help you set up the systems to gather it economically. Then, we can help you organize your data so that it becomes a tool for finding answers to meaningful questions.

Retaining Profitable Customers - Almost all of your customers will leave you eventually, at least for some period of time. The real question is this: With careful targeting and a concentration on the "trigger points," can you increase the profitability of those customers before they leave?

We use proven retention strategies and techniques to help you keep your customers. Not with an off-the-shelf solution, but with a program created especially for your unique circumstances. Kobie loyalty programs help you hold on to your best customers longer, and increase the value of the average customer. Beware, some customers may not be worth spending on at all. We'll show you how to take the money you are spending on them and put it to work more profitably.

Acquisition. Analysis. Retention.

They're the essential elements in The Kobie Approach. And exactly what you need for success in customer retention. If you’re ready to learn more about our approach to improving customer loyalty, browse through our portfolio, download a case study, or simply call us at 800-821-7892 ext. 120 to talk to a customer retention expert.