Move beyond traditional NPS metrics by blending AI and behavioural science for enhanced customer engagement, with Hellon Loyalty.
Find the drivers behind customer loyalty, and enable more tailored strategies to boost customer loyalty and satisfaction. This approach not only redefines loyalty as a strategic asset but also showcases its impact through success stories, including our collaboration with Aktia, a Finnish asset manager, bank and life insurer.
In today's competitive business landscape, a hidden catalyst for sustained growth beckons: customer loyalty. Surprisingly, a modest 1% increase in customer loyalty can magnify enterprise value by an average of 5%. This insight isn't just intriguing—it's a clarion call for businesses to pivot their strategies towards cultivating deep-rooted loyalty.
We responded to this call by pioneering a comprehensive framework that redefines loyalty, transforming it from a narrow, often misunderstood loyalty programme focused concept into a strategic cornerstone linked to every pivotal business metric—be it engagement, share of wallet, recommendation, retention, or satisfaction. Let us introduce you to Hellon Loyalty.
Hellon Loyalty transcends traditional boundaries by merging insights from psychology and behavioural science with a deep understanding of brand image and customer experience. With machine learning, we identify four key loyalty levers—two rooted in logic and two in emotion—to decode the complex relationship between your brand and its customers. This methodology goes beyond mere transactions, offering a genuine blueprint for cultivating lasting loyalty.
Hellon's framework stands out for its actionable insights. By clearly defining customer loyalty, we pinpoint the exact drivers that resonate specifically with each customer segment or across your market. This isn't about chasing vague metrics; it's about employing bespoke strategies designed to foster loyalty and unveil hidden growth opportunities.
The limitations of traditional metrics like Net Promoter Score (NPS) are well-documented, yet many businesses still cling to them. Our framework challenges this status quo by addressing critical business challenges directly:
Customer Loyalty & Competitor Analysis: We provide a nuanced understanding of loyalty across key segments, uncovering your competitors' strengths and showing how to reinforce your loyalty drivers.
Performance Modelling of Customer Loyalty: By analysing churn rates and their underlying causes, we offer actionable insights to mitigate long-term customer churn significantly.
Increasing Customer Loyalty & Lifetime Value: Our framework prioritises clear investment areas to enhance loyalty, thereby improving KPIs such as share of wallet and purchase frequency, which profoundly impact customer lifetime value.
ESG Targets and Loyalty Correlation: We delve into the potential of ESG initiatives to create value and foster loyalty, providing a roadmap for aligning sustainability efforts with business goals.
Through real-life success stories and case studies, we showcase the tangible benefits of Hellon's approach.
One standout story comes from Aktia, where our framework unveiled diverse loyalty drivers and identified underexploited strategies for strengthening customer relationships—setting a new course for their market positioning.
“We were interested in getting a deeper understanding of the reasons behind customer satisfaction and loyalty among our customers. Thanks to the approach of Hellon, we have gained a unique understanding of the various drivers behind customer loyalty and how well we have managed to leverage these compared to our competitors. Based on the results, we were able to crystallise what type of loyalty relationship we should focus on building in the future to strengthen our customer loyalty as well as our positioning in the market.”
Discover the untapped potential within your customer loyalty landscape with us. Contact us today for a bespoke consultation that promises insights and a transformative journey towards growth.
Joakim Eriksson Design Technology Lead joakim.eriksson@hellon.com
Juuso Wäänänen Account Director & CMO juuso.waananen@hellon.com