Archives for: Category: Customer Retention and Loyalty

I Can’t Get No…Satisfaction, Retention, and Churn

Author: Terry Mickail
9 / 6 / 2018
saas-adoption-cloud-lenati-go-to-market-strategy

Picking up from last time, Personalization is very closely related to Retention in that timely Personalization actions can serve to stop Churn. Churn indicates the propensity of customers to cease doing business with a company in a given time period. The success or failure than an individual organization experiences, depend, to a large extent, on […]

I Can’t Get No…Satisfaction, Quality and Personalization

Author: Terry Mickail
8 / 30 / 2018
Sales-Operations-Lenati

As we explored in the last post, Quality has an important role in Satisfaction. Quality is not only a moderator of Satisfaction, but it is a direct precursor to Satisfaction. It is simply an evaluation by the consumer of performance excellence. Given this context, Satisfaction can be viewed as the gap between customer expectation and […]

I Can’t Get No…Satisfaction and Loyalty

Author: Terry Mickail
8 / 16 / 2018

Simply put, Loyalty is important. It is a collection of attitudes aligned with purchase behaviors that favor one business among competing businesses. But it is so much more. Loyalty is comprised of a constellation of concepts, the Customer Ecosystem, that come together to influence a customer, but it also has a huge impact on business […]

Looking Forward to CRMC

Author: Clay Walton-House
6 / 5 / 2018

Last week Lenati wrapped up our time in Florida at Loyalty Expo 2018. It was great to connect with clients and industry leaders, here’s a few highlights: On Tuesday Vans and Lenati took the stage to present on Van’s new program, Vans Family. Sharing how Vans’ deep understanding of its own culture and history provided […]

Making Personalization Work for You

Author: Martin Mehalchin
5 / 9 / 2018

More often than we see good examples of personalization, we see the bad. There are countless examples across social media of customers experiencing companies missing the point when it comes to personalization. Take this Amazon customer for example: Obviously, this customer bought a toilet seat as a one-time purchase, out of need rather than desire. […]

Mine Your Data Before You Change Your Loyalty Program  

Author: Alison Rohrs
12 / 13 / 2017
Customer-data-customer-insights-loyalty-program-Lenati

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
The-Home-Depot---personalization-and-customer-experience---Lenati

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 Colloquy.com 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 […]