BearingPoint’s experienced professionals partnered

with a client in the transportation industry to conduct

a detailed study of the organization’s customer

loyalty program. The results, while confirming

several long-held beliefs about such programs,

revealed new insights about sources of revenue

and profits generated by loyalty programs. These

results enabled BearingPoint’s specialists to identify

valuable new opportunities for further strengthening

relationships with the most profitable customers,

boosting business with less profitable but

still-loyal customers, and making key strategic decisions

about how to handle low-profit customers

and customers who achieve valued-customer status

through unintended activities.

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