Archives for: Category: Customer Retention and Loyalty

Mine Your Data Before You Change Your Loyalty Program  

Author: Alison Rohrs
12 / 13 / 2017

Recently, a major retailer asked Lenati to assess its loyalty rewards program, which had first launched in the late 1990’s. By one metric—retention rate—the retailer’s program was still successful. But the program was failing to drive a large share of wallet, and execs wanted to know why. Because the program had existed for so long, […]

What You Need to Know About Successful Loyalty Program Design

Author: Guest Contributor, Jim Tierney
2 / 28 / 2017
Loyalty Program Design - Lenati

Loyalty programs are often the lifeblood for many marketers, especially when customer experience is top of mind. For many brands, their loyalty program design is a crucial element of their customer engagement strategies. Loyalty360 caught up with Pam Spier, a Senior Manager at Lenati, to find out more about loyalty program design and how to […]

Home Depot Builds Customer Loyalty Through Value-Added Experiences

Author: Guest Contributor, Jim Tierney
2 / 24 / 2017

With a total of 2,278 retail stores in all 50 states, the District of Columbia, Puerto Rico, U.S. Virgin Islands, Guam, 10 Canadian provinces, and Mexico, Home Depot is as familiar a name in retail home goods as any. Founded in 1978, Home Depot, the world’s largest home improvement retailer, knows how to generate customer loyalty, customer engagement, and memorable […]

Q&A: Driving a Top-Down Plan for Customer Centricity

Author: COLLOQUY Staff
1 / 26 / 2017
plan for customer-centricity - lenati

An interview with Clay Walton-House, Customer Retention and Loyalty Lead Originally published on Many organizations have tackled customer centricity with varying degrees of success. To effectively establish an enterprise-wide customer-centric mindset, change management is the key: focusing not on the content of the change, but the change itself. As a principal at Lenati, Clay […]

Is Customer Loyalty Overrated?

Author: Guest Contributor, Jim Tierney
1 / 23 / 2017
Is Customer Loyalty Overrated? Harvard Business Review and Lenati response

In a recent article in the Harvard Business Review, the title says that “Customer Loyalty Is Overrated.” “The death of sustainable competitive advantage has been greatly exaggerated,” the article asserts. “Competitive advantage is as sustainable as it has always been. What is different today is that in a world of infinite communication and innovation, many […]

Avoid the January Refresh: 4 Options for Tier Qualification in Loyalty Programs

Author: Alison Rohrs
1 / 18 / 2017

On January 13, Delta emailed me my 2016 year-end SkyMiles statement. I had just started using the SkyMiles program a few months before, and had earned about two-thirds of the miles and spend needed to achieve “Silver” status. Of course, on January 1, anything I’d earned toward status was erased. In this context, the email’s […]

Macy’s Needs to Address Relevancy to Ignite Brand Loyalty

Author: Guest Contributor, Jim Tierney
1 / 9 / 2017

Sinking sales and profits, plunging net income and same-store sales, and evolving customer shopping preferences and patterns have, unfortunately, shadowed venerable retailer Macy’s during the past couple of years. This week company officials announced a series of actions to streamline its store portfolio, intensify cost efficiency efforts, and execute its real estate strategy (including the […]

Amazon Go Shows That Most Retailers Still Haven’t Learned

Author: Martin Mehalchin
12 / 6 / 2016

This week in retail started with the news that Amazon would be opening Amazon Go, a cashier-free, app-based shopping experience concept that I am almost certain will grow into a chain with hundreds, if not thousands, of locations. Amazon pretty much invented e-commerce and now they are sending clear signals that they intend to reinvent […]

Can Whole Foods Attain Greater Differentiation Through Customer Loyalty?

Author: Guest Contributor, Jim Tierney
11 / 9 / 2016
Whole foods loyalty rewards program - Lenati

When Whole Foods launched a customer loyalty program pilot in the greater Philadelphia market in February 2015, Clay Walton-House, Principal and Lead of Lenati’s Customer Retention & Loyalty Practice, didn’t think it appeared too differentiated from other grocery rewards programs. “Customers earn one point per dollar spent, and will receive offers and rewards based on their purchase patterns—hardly […]

A Holistic Approach to Measure Customer Lifetime Value

Author: Clay Walton-House
10 / 3 / 2016
customer-lifetime-value- Lenati

The science and art of measuring marketing effectiveness, especially when it comes to tracking customer behavior, has been an evolving organizational discipline within enterprise businesses for a number of years.  New technologies and ways customers interact with brands have meant new data sets, new challenges with integration, and—most importantly—new opportunity for greater insight into your […]