Multidimensional Loyalty Model

To influence loyalty, you must understand both customer attitudes and behaviours. Positive attitudes do not always translate to loyal behaviour nor does loyal behaviour assume positive attitudes. Behaviour in the absence of a strong attitudinal foundation is highly vulnerable to competitive threats, but unfortunately, most of today's approaches only account for one of these components.

Until now.

The Maritz Multidimensional Loyalty Model, examines both attitudinal and behavioural loyalty. Most importantly, it investigates attitudinal loyalty from a multidimensional perspective, helping you understand how attitudes developed during the product or service relationship are converted into future choices.

The model creates a comprehensive view of loyalty by deconstructing it into proven loyalty ingredients including marketplace factors, individual psychographic differences, customer experience attributes and brand factors. It also includes several measures of respondent intentional loyalty that have been shown to be more predictive of customer loyalty than traditional measures.

Once the model is teamed with behavioural information, we have a complete view of customer loyalty.

The Multidimensional Loyalty Model takes a comprehensive approach to loyalty research that incorporates both attitudinal and behavioural loyalty. By doing so, it accurately identifies the most important drivers of loyalty. These drivers are the key to prioritising loyalty investments and focusing your initiatives on the elements of your business that will strengthen and build loyal customers.

The Multidimensional Loyalty Model, is today's most advanced tool for understanding, predicting, and influencing customer loyalty. We'd like to give you all the details.

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