Customer Loyalty

For 70% of brand loyalists, a purchase is more than a transaction. It’s a show of support for a brand that supports something they believe in. When people find a company that shares their values, they buy more, pay more, and come back for more. But while all brands have values, many don’t carry them through to the customer conversation because they can’t measure the influence on their audience or the financial impact.
That is why Chapman & Co. is dedicated to helping organizations measure the impact of brand values on their business. We utilize the proprietary Values Return Index (VRI), derived from surveys, social listening, and AI, to help you make effective and ROI-focused decisions when using your company values to improve customer loyalty – all while staying authentic to your brand identity.

Two days can change the trajectory of your business. Dissect your customer experience like never before; using the lens of behavioral science our expert facilitators will open new doors for deeper customer engagement. Your team will walk away from our Design Lab with a shared language, shared enthusiasm, and shared vision for the future – the foundation for your new loyalty experience.

Launching a new loyalty program can be a daunting consideration. Once your program is in market, you will want it to run effectively for years, therefore, it’s critical to get it right from the start. Our 3-phase design process will lead you through the key considerations of a great loyalty program: your key value proposition, tiering and segmentation, currency and rewards choices, messaging, and – most critically – the business case for loyalty.

Not every company needs a loyalty program, but every company does need a loyalty strategy. Whether your company has had a program in the market for 15 years, or you have just decided that creating brand loyalty is a strategic priority, our Assessment will be tailored to where your businesses sits on the loyalty maturity continuum. The end result is the same – a path for optimizing the tools you currently have and recommendations for new approaches that will result in a more sustainable and profitable customer base.

Surveys have long been used by businesses for one simple reason – they work. But collecting data is one thing, knowing how to analyze and leverage that data to make meaningful improvements to your customer experience is another. Chapman & Co.’s team of loyalty experts have carefully crafted our Customer Growth Survey to make it easier for your business to achieve that outcome. At the end of this engagement your brand will have new insights and an actionable playbook for how to strengthen the brand loyalty of the customers within your span of care.