Consumer loyalty

In mature, developed markets, retention improvements and capitalizing current customer base is relatively the cheapest option for business growth. Properly designed loyalty tools, apart from direct financial impact, can deliver crucial information about customers propensities and behaviours and enable more effective marketing targeting. Based on our experience, bespoken loyalty program can increase revenue by up to 10% and gross margin by up to 8% for companies, operating on consumer goods markets in Europe. Success of every loyalty program should be tangible and easy to measure in increased revenue, more frequent visitors and realized margins. These are the goals we have achieved several times, working hand-by-hand with our Clients.

Our services

Customer retention improvement

  • Reduction of the risk of customers’ churn
  • Maximization of growth potential through loyalizing activities
  • Increase of the customer value throughout entire life cycle (directly affects improvement of profitability)
  • Support of the diversified customers’ experience
  • Development of deep and interactive relationships with customers

Loyalty program design

  • Definition of loyalty program strategic goals (e.g. frequency increase, average ticket increase, anti churn, tickets margin increase)
  • Program mechanics definition (e.g. rewards logic, tiering, promotion logic, redemption)
  • Role of loyalty in overall promo strategy of the company

Customer experience within loyalty

  • Value proposition definition
  • Build brand awareness and image – innovative and customer-oriented
  • Onboarding process definition (i.e. account creation, value communication)
  • App UX performance review and improvement
  • Loyalty omnichannel - loyalty UX across channels and platforms

Why Strategy&

We offer bespoke approach based on our strategy consultancy capabilities, data analytics and vast knowledge of the European markets. We have successfully delivered several diversified project related to loyalty and customer retention for customers from competitive markets like retail, fashion, HoReCa and health&beauty.

Design of a target solution is only a halfway success without secure of proper implementation. That is why we also offer full implementation services and change management.

Contact us

Maciej Kroenke

Partner, Strategy& Polska

+48 502 380 595


Marek Steinhoff-Traczewski

Senior Manager, Strategy& Poland

+48 519 508 248