Issue:

A Fortune 100 bank needed to improve customer loyalty in a landscape driven by intense competitive rates and offers.

Approach:

Using advanced statistical tools and techniques, the Blackstone Group identified the key variables influencing customer loyalty and satisfaction in regards to the bank’s products and services.

From these insights, Blackstone developed a customer loyalty index (CLI) based on longitudinal tracking study data to obtain individual customer and segment level scores.

Blackstone developed a sophisticated dashboard reporting solution that provided slice and dice options for important dimensions.

By automating the process from cradle to grave, the dashboard presented a powerful lever that could identify customer segments by important dimensions and corresponding marketing action points.