The Loyalty Research Center offers an Annual Portfolio Audit that examines the individual companies in your investment portfolio. There are two objectives:

1. Identification of any significant, cross-customer surprises in the customer base
2. Actionable recommendations to improve customer relationships and behaviors

We work with the management team to determine the key issues facing the firm and industry. Interviews with a cross section of customers are conducted and analyzed in depth to extract the key points of information.

The Loyalty Research Center’s Annual Portfolio Audit Advantage Includes:

• Overall Summary of Key Findings –

  • Key customer behaviors (e.g. share of spend) and growth expectations
  • Driver Analysis (prioritizes key customer experiences)
  • Linkage between customer relationships and customer behaviors
  • Recommendations for how to change relationships and behaviors
  • Performance evaluations and key competitor benchmarking
  • Identification of opportunities to expand business
  • Vulnerability and risk analysis

• Individual customer account reports (where feasible)

With insight into the customer experience, portfolio managers can improve company performance where it counts!