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Customer Loyalty

It is important to ensure that loyalty isn’t an afterthought. Otherwise your money is simply flying out the door. And it’s only matter of time until your customers follow.

Customer Loyalty

Customer Loyalty

Companies often take a “set it and forget it” attitude to strategies & programs that don’t keep up with the changes in the marketplace. Despite enormous investments in CRM systems, most B2B businesses don't understand account-level profitability very well.

Operating in this "fog" of customer profitability is very costly; sales force is likely to over serve low-value accounts and under penetrate the potentially high value ones.

At Dishah, we help clients maximize revenue and margin at every step along the consumer decision journey, from acquisition to upsell/cross-sell to loyalty and retention. We work with clients to analyze the behaviors and needs that characterize their most valuable customers, determine the right objectives (e.g., drive customer value versus retention), and identify the best ways of accomplishing the set objectives.

Customer Loyalty

What We Do

Effective Customer Loyalty program can enable powerful customer interaction strategies that power significant business growth and profitability.

In practice, our work focuses on three primary activities:

Driving customer lifetime value through Optimizing loyalty programs

Our team helps clients build integrated, cross-functional programs through an in-depth understanding of affinity and traction in relation to new and existing customers. We also help clients create and monetize loyalty programs. Lastly, we help clients fine tune the program features to maximize returns going forward.




Implementing front-line transformational change

Based on the insights generated by customer data, we also work with clients to develop transformation programs that help those on the front lines change their behaviors. We help strike the right balance between strategies and the practical front-line change.

Improving the customer experience.

Optimizing the “customer experience” (CE) can create real and quantifiable value for companies—but only with a compelling and cost effective CE strategy linked to the broader strategy of the business.

At Dishah, we helps clients think through the full set of points at which they interact with customers—from price to product to customer service—and determine the right level of CE to provide, based on a combination of customer expectations and the relative value of each customer segment.

Good CE requires robust processes and technology, to be sure, but the most important factor is often culture—and that’s where we focus many of our efforts.

Customer Loyalty

Our Approach

We help clients provide differentiated service experiences based on the expectations and requirements of individual customer segments, and on the current and potential value of those segments.

In our experience, companies have built “me too” commodity programs – that often don’t drive value. They are easy to copy and don’t take real advantage of the latest capabilities (e.g., social networking) available to customers today. In addition, most disturbing, poorly designed and implemented programs can actually destroy value.

At Dishah, we help you create loyalty programs that work. Well-designed loyalty programs have impact where it matters most – with high-value, high potential or at-risk customers. To ensure your program is really driving value, our strategies focuses on four areas:



Identifying and targeting important customer segments.

  • Successful loyalty programs focuses on increasing the profit customers generate and the influence they have more broadly on sales – and then lock in on those customers that have potential to generate value.
  • That may sound obvious but, in our experience, most ineffective or value-destroying programs lack this basic discipline.

Enable closed learning loops between employees and customer to drive continuous improvement.

  • We help client re-engineer focus and efforts to optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design; 

Understand what practices grow promoters and breed detractors

  •  The goal here is not simply customer satisfaction, but building a base of promoters. We deeply understand that positive customer experience and advocacy drive competitive advantage, leading to faster organic growth and lower cost. Our customer-focused approach to customer and channel strategy can more than double a company's organic revenue growth rates.

Improve customer satisfaction at the transactional and relationship levels.

  • We work with companies to develop a series of positive interactions with the customer to earn their advocacy and inform consistent delivery of experiences to drive top-line growth.