integrating customer experience
POSTED : February 13, 2018
BY : Clay Walton-House

Building a customer-centric organization

Businesses are making the shift toward a customer-centric operating model. As markets and channels have evolved, products and services have become less differentiated. Customers have more options and more ways to connect with brands. Companies now have the greatest opportunity to deliver value through customer experience to drive buying decisions and customer loyalty. For this to work, the entire organization needs to center on the customer.

Download this presentation to learn:

  • The shift in Loyalty Marketing with the “Age of the Customer”
  • The connection between customer experience and customer retention and loyalty
  • Five key questions that serve as an “audit” of  current-state customer experience and customer loyalty drivers
  • The blueprint for building customer-centricity in your organization

About the Author

Clay Walton-House serves as Managing Director of Integrated Loyalty Solutions at PK. He helps Fortune 500 companies create and implement new customer engagement strategies that accelerate growth and build loyalty. His expertise lies in understanding consumer behavior and translating it into actionable customer insights. Clay has a proven track record of successful loyalty program design and optimization, helping uncover ways to build retention and loyalty strategies into a company’s broader business model.

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