Archives for: Tag: customer-centricity

How a DMP can Transform Your Customer-Centric Marketing

Author: Loren Bors
10 / 15 / 2017

Can a Data Management Platform (DMP) Accelerate Your Digital Marketing? E-commerce has replaced store openings at the center of retail growth strategy. According to PWC, almost 75% of all retail growth since 2000 has occurred online. As more commercial traffic moves online and more of that online traffic moves to mobile devices like phones and […]

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 […]

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 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 […]

5 Ways Startups Can Use Consultants Well: Part 2

Author: Loren Bors
6 / 28 / 2016

Using their Deliverables   Intro: More than just a few good conversations and a slide deck Consultants can get a bad reputation for good reason. Not everything we do is truly necessary or important, not every prediction we make comes true and not every binder or thumb drive we give you will get used again. […]

Integrated Customer Loyalty: Organizing for Customer-Centricity

Author: Clay Walton-House
10 / 12 / 2015

This article is the fourth of a year-long Lenati series titled “Way of the Future: An Integrated Approach to Loyalty Strategies.” For context and additional reading, see the first, second, and third articles of the series on The concepts of an “integrated approach to loyalty” and customer-centricity go hand-in-hand, as one begets the other. […]

The Connection Between Culture and CX Strategy

Author: Martin Mehalchin
10 / 6 / 2015

One of the questions that Customer Experience (CX) leaders often grapple with is how to build a truly customer-centric culture in their company. Most realize that culture will be key to seeing their CX strategies and initiatives implemented and sustained. We recently held a small gathering of CX-focused executives here in Seattle. Industries represented included […]

Red Tape Turnaround: A Government-Customer Experience Love Story

Author: Meg Tronquet
8 / 11 / 2015

Call it a fad. Call it a shift in the natural order. But don’t call it sticking with the status quo: Government is reimagining services to improve the customer experience. Although we typically identify “customers” with the retail industry, Mark Johnson of Loyalty360 notes “the term ‘customer’ can usually be appropriated to mean ‘constituent.’” As retailers […]