Case Study: International Shipping Company achieves reduced churn and an optimized Gold Customer loyalty program with CFI Group

International Shipping Company - Customer Case Study

International Shipping Company needed to determine whether its “Gold Customer” loyalty program was cost justified and which elements drove buying and retention. The company engaged CFI Group and its customer feedback analytics platform, leveraging the ACSI-based methodology to identify which program features most influenced customer behavior.

CFI Group modeled the economics of decreased churn and incremental buying versus a control group, and recommended a focus on customer service and reliability, empowerment of account managers, streamlined negotiations, realignment of high-impact features, and removal of ineffective ones. As a result, CFI Group’s work helped International Shipping Company stem customer churn, improve retention, and better leverage the loyalty program to boost incremental purchases and ROI.