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 […]
Archives for: Tag: Customer Engagement
Recently Lenati has been getting a lot of inquiries from retailers questioning whether they should be selling on Amazon. They are concerned about letting Amazon take over their brand image and wonder whether the results will be worth the perceived risk. My answer is simple – if Apple can sell on Amazon, so can you. […]
Earlier we talked about a shocking statistic from Marketing Profs 2015 Content Marketing Benchmarks indicating that although 83% of Marketers have a content marketing strategy, only 35% have documented it. To me, that’s like wanting to build a house without the blueprint. You might be able to build something that sort of looks like a […]
Many businesses are working to foster a better experience for their customers. With customer experience being a new area of focus for many, we have found that businesses are ramping into the field very quickly and are sometimes missing some key base principles in the process. This is a set of ten guiding principles that act as a foundation in our CX practice.