How the Top 17% of Card Issuers Build High Customer Lifetime Value

Seventeen percent of card issuers have reached the high customer lifetime value (CLTV) tier. What sets them apart isn’t the number of capabilities they’ve deployed, but the order in which they built them.

For card issuers, customer lifetime value has traditionally been treated as the end game. The goal has been to acquire enough cardholders, encourage sufficient spending and retain them long enough for the economics to work.

But a new PYMNTS Intelligence study, “A Practical Guide to Growing Customer Lifetime Value: The High CLTV Issuer Framework,” finds that capabilities installed without a understanding what drives customer retention rarely compound into durable value. The report was produced in collaboration with Visa DPS over two years of data covering nearly 1,000 banks, FinTechs and credit unions.

The report highlights that high CLTV is something issuers build deliberately, one customer behavior at a time. Customers must be able to use a card before they can trust it. They must trust it before they will make it habitual. And the relationship must become habitual before aggressive monetization can produce sustainable value.

That is the larger shift occurring across the marketplace. Per the report, processing infrastructure is no longer merely the system that executes transactions. Properly orchestrated, it becomes the mechanism through which issuers both progressively change customer behavior and convert that behavior into long-term economics.

The 4-Stage Path to High CLTV Show the Sequence Is the Strategy

Issuers do not build CLTV by adding every available capability. They build it by changing customer behavior in the right sequence.

Remove friction: Get the card activated and into the customer’s wallet immediately. Instant issuance, easy onboarding and wallet provisioning improve the odds of first use and early habit formation. The objective is to remove the practical barriers that prevent customers from testing the card and incorporating it into their financial routines.

Build trust: Make the product feel safe, fair and dependable. Real-time fraud controls, fast disputes, transparent pricing and reliable processing give customers confidence to use the card more often. The report positions trust as the foundation beneath every subsequent CLTV investment. Customers are unlikely to consolidate spending, connect payroll or accept additional products from an institution they don’t view as dependable.

Read the report: A Practical Guide to Growing Customer Lifetime Value: The High CLTV Issuer Framework

Create habit: Embed the card into everyday financial life. Payroll connections, recurring payments, rewards and daily spending use cases can move it from a backup option to the customer’s primary card. The report’s framework argues that this kind of “structural stickiness” is more durable than incentive-led loyalty. It also changes the economics of retention.

Monetize intelligently: Deepen the relationship once engagement is established. Use data, segmentation and timing to cross-sell relevant products without relying on costly incentives that attract short-term customers. High-CLTV issuers generate more than $2,500 in lifetime value across card types and more than $3,000 in direct and embedded programs. Their advantage comes from connecting income, spending, rewards, digital experience and risk management into one system rather than operating them as disconnected products.

The four stages are not a universal product checklist. Different issuers will use different capabilities depending on their customer base, infrastructure and business model. The strongest-performing issuers show that the sequence of investment matters as much as the investment itself.

At PYMNTS Intelligence, we work with businesses to uncover insights that fuel intelligent, data-driven discussions on changing customer expectations, a more connected economy and the strategic shifts necessary to achieve outcomes. With rigorous research methodologies and unwavering commitment to objective quality, we offer trusted data to grow your business. As our partner, you’ll have access to our diverse team of PhDs, researchers, data analysts, number crunchers, subject matter veterans and editorial experts.