Archives for: Category: Customer Retention and Loyalty

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 […]

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

Author: Alison Rohrs
1 / 18 / 2017
Loyalty-Program-Design-Lenati

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
Macys-Retail-CX-Lenati

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
amazon-go-lenati-retail-customer-experience

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 […]

Pokémon Go Opens a New Door to Digital Marketing

Author: Fitz Jordan
8 / 5 / 2016

Retailers have been trying to leverage digital media to boost foot traffic for years. They’ve had some success with social media and the like, but Pokémon Go just made their dreams come true. Augmented reality games like Pokémon Go will allow businesses to purchase space and Pokémon-like objects in augmented realities that will attract users […]

Way of the Future: An Integrated Approach to Customer Loyalty Strategies

Author: Clay Walton-House
7 / 24 / 2016
customer loyalty customer retention strategy Lenati

Lenati’s Clay Walton-House is a Featured Panelist and Columnist for Loyalty 360. This article was originally published on Loyalty360.org. Developing customer loyalty strategies in the modern consumer landscape presents a number of complex challenges for marketers—the marketplace is increasingly competitive, change happens at a blinding pace, and consumers have less time and mindshare to be […]

Loyalty360: Lenati’s Holistic Approach to Customer Health

Author: Harrison Peralta
6 / 7 / 2016

Recently Lenati’s Clay Walton-House was invited to speak at the 9th annual Loyalty Expo in Orland Florida. During his session, “Developing a Holistic Measurement Plan for Managing Customer Health,” Clay discussed the importance of an enterprise approach to loyalty strategy and the implication this has for how companies measure “Customer Health”. The session delved into […]