International Shipping Company Case Study SITUATION A transportation company must assess the value of its “Gold Customer” loyalty program to determine if it is cost justified. APPROACH Identified aspects of program membership with the greatest impact on buying and retention rates. Developed the economics of decreased churn rates and incremental buying relative to the control group as input to the cost-benefit analysis of the program. CHANGE Focus on customer service and reliability. RESULTS Based on CFI Group’s analysis, the client: Stemmed the customer churn rate Identified and leveraged the features of the program with the greatest impact on customer retention Empower account managers and streamline negotiation process giving

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