How can we maximize share of wallet and retention?

SATOV way, go to market, products pricing


Keeping a customer is almost always cheaper than acquiring a new one that is. Easier said than done in today’s world of increasing customer promiscuity.

Many companies have loyalty programs, but not all produce the right results. In some instances, getting more customer data warrants the investment in loyalty as it can help inform promotional tactics to drive sales. In other cases, funding any direct or indirect rewards can only be justified with a direct and immediate impact to reduction in churn and increased sales per customer.

What we do

  • We conduct customer profitability analysis to prioritize the customers that are most important to retain
  • We analyze customer behavior patterns to isolate the factors that are most responsible for churn and, when needed, we conduct specific customer research to test the tactics that are most likely to drive engagement
  • We help our clients design specific programs and tactics to retain customers and better engage them
  • We help our clients design a formalized loyalty program when appropriate, from funding levels to tiering to rewards. We help determine whether to create a standalone program or join a coalition, what data to capture and measure, which parts of the program to outsource and how to organize internally to manage the new stream of activity.

Contact us to get started. 


  • Churn analysis
  • Loyalty program design
  • Focus groups
  • Quantitative surveys
  • Journey mapping


Multi-channel retailer loyalty


Reports Death Retail Exaggerated

SATOV Presents: Reports of the Death of Retail Have Been Greatly Exaggerated

| Customer experience, Events, General news, Loyalty and retention, Mark Satov, Media, Product and pricing, Retail | No Comments
Mark Satov, Founding Partner, SATOV Consultants is joined by Bryan Pearson, President, LoyaltyOne. They dispel myths about the current retail environment, identify great retailers from all around the world, and…

Seeing the world with fresh eyes: bringing a human touch to physical retail

| Insights, Customer experience, Loyalty and retention, Retail | No Comments
Joe is 32 years old, is married with a kid, and moved to Toronto 3 years ago. He hasn’t bought new glasses in 5 years, but his old ones broke…

Unlocking customer data through unique identifiers

| Insights, Customer experience, Loyalty and retention, Market and consumer insights | No Comments
Article by Daniel Resnick, SATOV Principal I know Demar Derozan, Auston Matthews and Beyoncé...and they should know me too! The whole world has gone data-crazy. Companies are making massive investments to…

The myth of the millennial strategy for a big 5 bank

| Insights, Loyalty and retention, Market and consumer insights | No Comments
Banks need millennials The word “millennial” today is a bit like the word “gold” back in the nineteenth century. It evokes the image of a mad rush for the mother…