Archives for: Tag: Customer Loyalty

Mine Your Data Before You Change Your Loyalty Program  

Author: Alison Rohrs
12 / 13 / 2017

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, […]

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 […]

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

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

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 […]

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 […]

CX at the Heart of Alaska Air’s $2.6B Acquisition of Virgin America

Author: Harrison Peralta
4 / 5 / 2016

  Customer Experience at the Heart of Alaska Air’s $2.6B Acquisition of Virgin America Two titans in airline customer experience (CX) are becoming one.  Alaska Air Group’s decision to acquire Virgin America for over $2 billion in cash ($4B aggregate) is generating huge buzz in the industry and beyond. Virgin took the lead in CX right […]

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. […]

Is Plenti a Success in Coalition Loyalty? It Still Depends.

Author: Gina Cuff
8 / 27 / 2015

Back in March, when the news that Plenti – a coalition loyalty program developed by American Express – would be launching in the US, we wondered if this country was finally ready to embrace this concept that has been wildly successful in both the UK and Canada. In the programs that have succeeded, we noted […]

Integrated Customer Loyalty: New Paradigms of Ease, Simplicity, Speed

Author: Clay Walton-House
8 / 12 / 2015
customer loyalty and retention strategy

Lenati’s Clay Walton-House is a Featured Panelist and Columnist for Loyalty 360. This article is the second of a year-long series titled “Way of the Future: An Integrated Approach to Loyalty Strategies.” For context and additional reading, see the first article of the series on For loyalty marketers today, approaching loyalty strategy in an […]