MMR Strategy Group

Increase loyalty and retention by measuring and mapping the customer experience.

MMR has extensive experience working with clients to increase loyalty and retention.

Retention, loyalty and customer experience are complex constructs.  MMR has used qualitative research, quantitative research, and sophisticated analytics to understand the relationship among loyalty, retention and customer experience, as well as how they are affected by other variables.

Our projects allow clients to:

• Identify the factors that drive loyalty and retention.
• Monitor changes in loyalty and retention over time.
• Measure the overall customer experience, including how the experience differs across individual touch points.
• Connect the customer experience and retention to lifetime value of the customer.

MMR’s project experience includes:

• Increasing loyalty and retention:  MMR measured and analyzed the elements of the customer experience that lead to increased loyalty and retention at a nationwide consumer services company.
• Defining loyalty and retention:  MMR conducted focus groups to define and examine loyalty and retention among current customers, long term customers, and lost customers of a consumer services company.  For the same project, MMR conducted interviews with executives and front-line personnel to understand their perspectives on loyalty and retention.
• Mapping the customer experience:  MMR developed Customer Journey Maps to map the customer experience at a nationwide consumer services company.  The maps were developed through a series of workshops and interviews with the client.
• Connecting the customer experience to internal processes and standards:  MMR used workshops and interviews to develop Users Manuals for the Customer Journey Maps that connected the maps to internal processes and standards.
• Identifying factors that lead to retention:  MMR used a survey to measure and identify the factors that lead to retention at a consumer services company.
• Measuring customer lifetime value:  MMR measured and identified the factors associated with high lifetime value customers at a consumer services company.  The information was used to train agents and other customer-facing personnel.

Click here to learn more about loyalty, retention, and customer experience, or simply contact us to discuss your particular needs.