Customer Loyalty Agency Overview
To grow your base of loyal repeat customers, Quenzel & Associates’ Customer Loyalty Agency team focuses on delivering an integrated loyalty value proposition built on the four key drivers of true customer loyalty: Relationship, Price, Product and Brand Reputation. We help our customer loyalty agency clients devise & execute an overall customer loyalty strategy that recognizes & rewards customers based on their behavior, spending & relative profitability.
Our customer loyalty agency process helps clients build a foundation of loyalty knowledge that enables them to understand who their most loyal customers are today, the key characteristics that differentiate them from less loyal customers and to identify the key drivers of loyalty behavior within and across the different customer subsets.
Our customer loyalty agency process helps clients identify the various types of loyalty their customers display and quantify the distribution of those loyalty types within the customer base.
Our customer loyalty agency process helps clients understand their fundamental loyalty economics, the cost effectiveness of current loyalty programs & how much they should spend to retain the loyalty of different sets of customers.
Customer Loyalty Agency | Approach
Our customer loyalty agency team understands that no business was ever successful without a growing base of loyal, repeat customers. Our customer loyalty agency team’s approach focuses on growing a client’s base of loyal repeat customers and driving more business from that growing base of loyal repeat customers. Our customer loyalty agency defines Customer Loyalty as a feeling of attachment and intent of future commitment to a brand’s people, products and services that expresses itself in three, measurable behaviors: a majority share of the customer’s current purchases, an increasing dominant share of the customer’s purchases over time and a consistent, proactive practice of positive reviews, recommendations and referrals.
Loyalty is not linear. It takes a superior experience to catch and hold a customer’s loyalty. Superior profitability is a consequence of customer loyalty. Managing for profitability and managing for loyalty involves the integration of very specific marketing strategies and operational actions.
Our customer loyalty agency’s approach to helping client’s build True Customer Loyalty among their best customers (high-value/high-volume) encompasses a fully integrated effort. It starts with a sharp focus on identifying a client’s most prized customers… those the client can serve profitably. Real customer insight lies at the heart of our approach: what your best customers think about your brand in relationship to the other brands they consider a viable options to meet their need(s), how they respond to your brand’s efforts to build a mutually beneficial, two-way relationship and what they really want from your or a competitors brand (it’s rarely the lowest price).
In short, our agency’s approach centers on identifying the right combination of product features, pricing and services that excel in solving your ‘best customers’ particular need/problems and delivering them in a way that completely reflects their personal preferences and values.
Customer Loyalty Agency | Loyalty Programs
To grow our clients base of loyal customers, we conduct Voice of the BEST Customer Research among a client’s high-value and high-volume customers. This proprietary agency process helps us identify and understand how different groups of people who seek different benefits & assess risks differently perceive their competitive choices relative to the client’s brand. This approach helps us identify and uncover new & unique insights into the various critical segments for growth and better understand what really drives their customer loyalty.
Our customer loyalty agency team helps clients identify the specific nature of the loyalty problem they face today as well as how it varies by customer subsets & behaviors.
Our customer loyalty agency team helps clients understand the most effective programs/services being deployed by competitors & what relevant lessons/good ideas we can extract.
Our customer loyalty agency team helps clients identify the most effective set of integrated actions they should take to earn the loyalty of customers, prioritize the one or two integrated sets of actions we can develop and implement quickly and quantify the economics of those plans.
About Q&A’s Customer Loyalty Agency Team
When you work with our customer loyalty agency team, you work directly with the agency’s principals, Colleen and Earl Quenzel, who both started their respective carriers in the Customer Loyalty Marketing business by designing, developing & delivering innovative Customer Retention and Customer Loyalty Marketing programs for such leading consumer brands as TWA, Continental Airlines, Eastern Airlines, American Express, Time Inc, AT&T, priceline, jetBlue, Marriott, Hilton Hotels & Spirit Airlines.
Earl Quenzel spent a big part of his career actively leading the team responsible for what many considered the best Airline customer loyalty marketing program at the time, Continental Airline’s OnePass Program. Earl also actively led the team responsible for the largest Customer Loyalty Marketing Program in the United States, AT&T’s True Reward Loyalty Program. When you work with our Customer Loyalty Agency team, you’ll find our practical, hands-on, experience with Customer Loyalty and Customer Loyalty programs helps you find & keep the right customers to Grow Your Business… Fast & Profitably.
Who We Help: Our customer loyalty agency team helps business owners, managers and marketers in 12 key market segments… Airlines, Business B2B, Construction, Contractors, Destination Travel, Healthcare, Hotel, Marine, Product, Real Estate, Restaurant and Retail… Get More Customers.
What We Do: Our customer loyalty agency team designs, develops, deploys & tracks integrated advertising campaigns to help our clients acquire new customers, optimize revenue from current customers and retain high-value/volume customers, so… Our Clients Get More Customers.
When You’ll See Results: Within 4 to 6 weeks our customer loyalty agency team conducts a Q&A Fresh-Eyes Customer Loyalty Review, details a Quick-Start Customer Loyalty Action Plan, produces your customer loyalty creative, installs the customer loyalty R.O.I. tracking tools & launches your new customer loyalty campaign. That’s one reason… Our Clients Get More Customers.
Where We Serve Clients: Our customer loyalty agency team helps local businesses in Cape Coral, Fort Myers, Sanibel & Naples… regional clients in Miami, Orlando, Tampa & Jacksonville… and national brands in NYC, Houston & Los Angeles… Get More Customers.
Why Our Clients Get More Customers: Our customer loyalty agency team’s Continuous Performance Improvement process: Good, Better, Best… Never Let it Rest… Until Your Good Gets Better… and Your Better Becomes the Best. That’s why… Our Clients Get More Customers.
How We Measure Success: Q&A Marketing Metrics, our customer loyalty agency’s proprietary results tracking & analysis methodology, provides clients a unique, powerful, Big-Data process for making better creative, media & spending decisions, so… Our Clients Get More Customers.