Major Findings And Implications For
Loyalty Programs In The Grocery and Clothing Retail Industry

Customer Science Lab™ delivered first-of-its-kind research insights into the retail loyalty program domain. The research was conducted in line with our unique approach – uncovering the principle drivers of customer relationships measured by our CUSTOMER RELATIONSHIP STRENGTH SCORE™. The research was conducted in order to determine design principles and new-age technology requirements for retail loyalty programs. Read more about the findings and the use of the CUSTOMER RELATIONSHIP STRENGTH SCORE™ in this white paper.


Driving long term asset value is critically important for companies to sustain revenue growths into the future. For this reason, Customer Science LabTM developed the unique CUSTOMER RELATIONSHIP STRENGTH SCORETM (CRS-SCORETM), measuring the strength of relationships companies have with their customers. The score can be calculated per consumer, per company or industry. This score is a critical outside-in Voice of the Customer (VoC) metric and can be used to identify major accelerators and detractors in the customer relationship building process as well as benchmarking against industry averages.


The ROI from customer strategy initiatives are often fragmented across product silo’s point solutions and the exponential synergies of taking a customer view and developing customer-centred platforms are not realised. Customer measurements introduced are also often fragmented across customer journeys and product propositions, not enabling a consistent measurement of profitability drivers like customer relationship strength. Customer Science Lab and Customaline joined forced to support organisations in address these key principles.

Customer Science Lab has been a key
enabler of the new Cellar2Cellar proposition.

This is an innovative offering driving value an unique wine, art and food experiences for the consumer wanting to explore and build their wine and art collection while taking experiences into the home and their social circles.

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Agile strategy development, execution and measurement