Why Develop Customer Loyalty?

Developing and retaining customer loyalty by delivering high levels of satisfaction in the goods or services you provide is crucial for organisations wanting to achieve sustained profitability. A loyal customer base can deliver returns of up to 125% making customer relationship marketing a key organisational imperative.

Loyal Customers are the key to Sustained Profitability:

• Tend to have a higher average purchase value
• More likely to cross-purchase other products and services
• Less likely to defect
• More receptive to communications from companies to whom they are loyal
• More likely to recommend products or services to others

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To achieve the above benefits requires understanding which customers you want to be loyal and developing strategies to meet their needs.

Achieving Customer Loyalty by Customer Research & Understanding

Therefore our principle areas of expertise where we have worked with clients include:
Market Research:

• Qualitative Research by undertaking focus groups and/or in depth discussions with customers
• Quantitative Research by measuring the customer’s view of an organisation’s performance
• Customer Questionnaire Design – professionally developed to obtain accurate customer feedback
• Data Capture & Analysis
• Report and Evaluation – producing reports on loyalty performance and recommendations for improvement
• Loyalty Marketing consultancy - providing assistance and advice on the implementation of effective customer loyalty programmes

With over 20 years of practical experience, our commercial approach, coupled with our depth of academic knowledge in this area, means that we can offer clients sound, practical cost effective applications which are academically rigorous yet commercially oriented and extremely cost effective.

PM Management Consultants Ltd provide an experienced and cost effective resource to help organisations build a loyal customer base, develop an effective customer loyalty strategy and assist in the implementation of a Customer Loyalty Programme.

The PM Difference

PM offers a service second to none built upon our R.A.C.E operational model:

Rapid response lead times
Accuracy
Confidentiality and objectivity
Effective on costs and business advice

Customer satisfaction is our business and by working the R.A.C.E model we are able to consistently deliver the very highest standards of service for our clients.

Here are some of the benefits of working with PM to research your customers:

• We analyse data objectively and with academic rigour
• We deliver meaningful conclusions that have commercial relevance
• We release internal resources to concentrate on more profitable operations
• We ensure accuracy in the collection of data as we both scan and manually capture information
• We return evaluation reports promptly to allow rapid responses to customer feedback
• We are accredited members of the Market Research Society for ultimate peace of mind that our activities are given recognition and validation