Customer Loyalty Game – Action Guide

RapidKnowHow + ChatGPT | Thriving Results Delivered

---

🎯 Purpose

Boost long-term customer value by making five strategic choices that balance retention, service excellence, and profitability.
Your mission: grow Customer Lifetime Value (CLV) + 10 % in 1 Year while keeping costs and churn low.

---

🧩 1. Core Concept

Formula:

Customer Loyalty = (Experience × Consistency × Trust) ÷ Cost

You play as the Head of Sales and Service 2025.
Across five rounds you decide how to invest limited resources to build a thriving customer base.

Rounds
1️⃣ Service Quality
2️⃣ Retention Programs
3️⃣ Pricing & Value
4️⃣ Digital Engagement
5️⃣ Complaint Resolution

---

⚙️ 2. How to Play

Step 1 – Start: Click Play Now → your CLV = 100 baseline.
Step 2 – Decide: In each round, choose A (Conservative), B (Pragmatic), or C (Transformative) action.
Step 3 – Feedback: Each decision immediately updates:

• Customer Retention %
• NPS (Experience Score)
• Cost per Customer €
• Revenue Growth %
  Step 4 – Score: After 5 rounds you see your total TES (Thrive Engagement Score) + overall rating.
  Step 5 – Replay: Download your report → replay to beat your own score.

---

📊 3. Key Performance Metrics

Metric	Definition	Goal
Customer Retention %	Share of customers retained	≥ 90 %
NPS (Experience)	Net Promoter Score from –100 to +100	≥ 60
Cost per Customer	Service and acquisition cost per customer	≤ € 50
Revenue Growth %	Year-over-year increase in sales	≥ +10 %
TES Score	Engagement index (choices × feedback × reward ÷ time)	> 70 = Thriving Game

---

🧠 4. Leadership Insights

Theme	Lesson	RapidKnowHow Insight
Service Quality	Empathy drives renewals	Invest in people and AI support
Retention Programs	Recognition beats discounts	Reward behaviour, not volume
Pricing & Value	Fair value earns trust	Transparent pricing → lower churn
Digital Engagement	Personalisation = profit	AI insight fuels upsell
Complaint Handling	Speed = loyalty	Fix once, communicate always

---

🚀 5. How to Use This Game

Role	Application
Sales Leaders	Coach teams on customer-centric decision making
CX Managers	Use as workshop simulation to test strategies
Consultants / Licensees	Bundle in CRM and service training modules
Educators	Demonstrate data-driven customer retention logic

---

💼 6. From Game → Action Plan

Area	Action	Owner	Deadline	Result
Service Quality	Launch AI support assistant	COO	Q1 2026	+5 NPS
Retention Program	Create loyalty tiers	CMO	Q2 2026	+7 % retention
Pricing Model	Adopt value-based pricing	CFO	Q3 2026	+3 % margin
Digital Engagement	Introduce personalised portal	CTO	Q4 2026	+10 % upsell
Complaint Process	Establish 1-day resolution rule	COO	Continuous	–30 % churn

---

🏁 7. Final Reflection

“Customer loyalty is earned in moments of truth – when service meets integrity.”
Combine AI insight with human care to build lasting trust and profit. – Josef David

---

🧾 8. Branding & Licensing

All materials carry:
RapidKnowHow + ChatGPT | Thriving Results Delivered
© RapidKnowHow + ChatGPT | All Rights Reserved

License Pack Includes:

• Playable HTML Simulation
• Action Guide (PDF/Word)
• Workshop Facilitator Brief
• Customer Loyalty Dashboard Template
• WooCommerce Sales Page Template

---

💡 9. Next Step

🎯 Play the Customer Loyalty Game today
Transform your team into loyalty leaders – and turn retention into revenue.
www.rapidknowhow.com