Loyalty and Engagement
Usage–loyalty analysisKnow which regulars are truly loyal, and who's drifting
We separate customers who are truly loyal from those who just visit often, and flag the ones starting to drift.
The question we answer
Are your most frequent customers also your most loyal?
What you get
- Usage–loyalty matrix
- Profile of high-frequency customers
- Early indicators of customer departure
- Engagement plan by quadrant
- Post-visit NPS survey linked to each client's booking history: who's truly loyal, who's at risk, and what promoters are worth
Data we need
Visit history, tenure and spend, plus membership data where applicable.
Our approach
Usage–loyalty analysisA clear view of which frequent customers are truly loyal, grounded in Reinartz and Kumar's loyalty–profitability framework and statistical analysis of what drives loyalty.
Engage this service on its own or within our Revenue Intelligence Program. Sample output shown is illustrative.
FAQ
Questions, answered.
Not necessarily. High usage and long tenure are different behaviors, and customers can show one without the other. The matrix shows which customers have both.
A framework adapted from Reinartz and Kumar that plots customers by frequency and spend against tenure, producing four groups that call for different retention strategies.
Each quadrant receives a specific engagement plan, from protecting core clients to turning high-value newcomers into long-term relationships.
Related services
Also in customer intelligence
- Customer SegmentationRFM and cohort segmentationKnow who drives your revenueSee Customer Segmentation
- Predictive Customer ScoringPredictive lifetime value and retention modelingKnow what a new customer is likely to do after their first visitSee Predictive Customer Scoring
- Service OptimizationSurvival and market basket analysisThe services and products that keep clients coming backSee Service Optimization
- Acquisition EfficiencyCLV:CAC by channelKnow which channels bring clients worth keepingSee Acquisition Efficiency
- Value AttributionIncrementality measurementFind out what your marketing really brings inSee Value Attribution
Start with a free, 10‑minute assessment.
Every engagement begins with the AI readiness assessment and a call to go through your results.