Calculate the ROI of Customer Satisfaction Programs

Satisfied customers come back. They spend more with you than with your competitors. They provide referrals to friends and they offer a higher lifetime value for your business. You know investing in programs to drive higher satisfaction pay off. The question is, how much should you be spending?

The Loyalty Lift^TM Calculator is a powerful analytics program that gives you the intelligence to optimize investments in customer experience.

Customized Algorithms and Modeling: How Much Should You Invest?

Predicting behavior has always been difficult. Tying it to future financial returns even more so. Market Force has developed a patent-pending modeling tool that uses multiple data inputs to give you that visibility:

• Operational performance metrics from Mystery Shopping
• Customer Satisfaction scores from Customer Feedback programs
• Same store sales
• Store profitability

By combining operational behavior information with customer satisfaction and financial data, the Loyalty Lift Calculator quantifies exactly which in-store actions matter most to satisfaction and loyalty, and how improving any of those metrics is likely to impact your top-line sales. Business operators can focus their employees on doing the exact things that matter most to your customers. It’s actionable, results-oriented.

Business operators can construct realistic “what-if” scenarios to model their investments in customer experience:

Loyalty Lift Calculator can be used to calculate the effect of specific performance improvement actions on loyalty and financial performance, as well as expected impacts on financial performance if investments are scaled back or curtailed. Loyalty Lift Calculator can also be used to estimate program ROI, with estimates of what investment is likely needed to move customer satisfaction, and what changes will have the most impact.

See Your Stores through Your Customers’ Eyes

Use Loyalty Lift Calculator to Understand:

• The operational realities that create the perceptions among your customers
• How many of your customers are at risk and the revenue they represent
• Lag-time between changes in customer satisfaction and potential changes in revenue
• The impact of operational performance on loyalty and financial metrics

So You Can Act Faster with Confidence

• Identify what matters most to your customers
• Address significant performance gaps hurting sales
• Focus employees on what matters most

Grow the Bottom Line

• Quantify the impact of key business drivers in your stores
• Manage your investment in the customer experience, eliminating those expenses that don’t matter and funding those initiatives with the highest return