Three Things to Look for at Shop Talk 2018

Author: Martin Mehalchin
3 / 14 / 2018

In three short years, Shoptalk, which will draw 8,000 retail professionals to Las Vegas from March 18th to the 21st, has emerged as a giant, must attend retail conference that now rivals the National Retail Federation Big Show that kicks off the retail year every January. Here are some things I’ll be looking out for […]

Lenati Value Awards

2 / 16 / 2018

  At Lenati we value passion, inspiration, authenticity, innovation, and camaraderie. These ideals are something all Lenatians are encouraged to strive towards.  At the first company meeting of 2018 we presented five Lenatians with value awards, representing each of these values. Learn about these outstanding Lenatians who uphold these values and truly represent what it […]

Mine Your Data Before You Change Your Loyalty Program  

Author: Alison Rohrs
12 / 13 / 2017
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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, […]

The Case for Emotion in CX

Author: Emily Hassell
11 / 17 / 2017

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important element of customer experience. Whether conscious or not, customers make many of their decisions based on how they feel, by their emotions. In fact, over 50% […]

The Case for VoC Strategy: Driving Outcomes

Author: Paige Burdick Blazei and Antje Helfrich, CCXP
11 / 16 / 2017

In parts 1 and 2 of this blog series, we discussed how to develop a VoC strategy and build the business case for adopting a technology platform. In this final post of the series, we outline key steps for making sure that your voice of the customer (VoC) program has the business impact your organization […]

The Case for VoC Strategy: Selecting a Platform

Author: Paige Burdick Blazei and Antje Helfrich, CCXP
11 / 15 / 2017

VoC programs add a customer-centric lens to product and service development and uncover new business opportunities. VoC technology solutions, commonly referred to as customer feedback management (CFM) platforms, offer a number of capabilities, most notably: Customer feedback collection and analysis Integration with other data sources Closed-loop action management Reporting and dashboards As we outlined in […]

The Case for VoC Strategy: Building a strong foundation

Author: Paige Burdick Blazei and Antje Helfrich, CCXP
11 / 14 / 2017

Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program at all, or the program is ad-hoc and limited in its reach. When companies do adopt a technology platform (commonly referred to as a customer feedback […]

Lessons from the front lines: How Dun & Bradstreet’s CMO cultivated an account-based approach

Author: Jared Dodson
11 / 8 / 2017

Dun & Bradstreet CMO Rishi Dave has developed a unique perspective as both a practitioner of account-based marketing (ABM) strategies and a provider of ABM solutions. Dun & Bradstreet, a provider of business data solutions for account-based marketers and other professionals, helps organizations build stronger relationships with its customers through the power of better data. Since joining Dun […]

From Voice of the Customer to Customer Health

Author: Jessica Tuffley
10 / 23 / 2017
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The dreaded customer satisfaction survey. Designed as a tool for organizations to test customer brand loyalty, the satisfaction survey has morphed into a completely different beast. Ironically—in the drive to understand the customer’s experience—there has been great oversight in creating a positive experience in how that customer feedback is captured. Customers are asked for feedback […]