Author: Clay Walton-House

Loyalty space today: Q&A with Forrester’s Emily Collins

I recently sat down with guest speaker, Forrester’s Emily Collins, to discuss digital engagement in a post-COVID world. As lifestyle shifts such as staying at home impact buyer mindsets,... Read more

How to achieve consumer loyalty on demand

Achieving consumer loyalty on demand was difficult even before the pandemic hit, but now many brands need to get creative about how they retain customers. Despite the high levels... Read more

Personalization is a data problem that can be solved

Commerce revolves around personalization data. Customers expect that the brands they know and love, “know” them back. However, you need to collect the right data first—and there is a... Read more

Loyalty360 Expo highlights and looking forward to CRMC

Last week PK wrapped up our time in Florida at Loyalty360 Expo 2018. It was great to connect with clients and industry leaders. Here are a few highlights: On... Read more

Integrating customer experience and customer loyalty

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... Read more

A holistic approach to measure customer lifetime value

The science and art of measuring marketing effectiveness, especially when it comes to tracking customer lifetime value, has been an evolving organizational discipline within enterprise businesses for a number... Read more

Way of the future: An integrated approach to customer loyalty strategies

Developing a customer loyalty strategy 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... Read more

Customer journey mapping: Avoid these three common pitfalls

Customer journey mapping, the process of visualizing a brand’s customer experience through the eye of the customer, has become a widely adopted methodology by companies who strive toward customer-centric... Read more

Integrated Customer Loyalty: Organizing for Customer-Centricity

The concepts of integrated customer loyalty and customer-centricity go hand-in-hand, as one begets the other. As organizations shift toward operating paradigms that more intentionally put the customer at the... Read more

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

For loyalty marketers today, approaching loyalty strategy in an integrated manner means looking holistically across the customer experience to determine where the greatest opportunities exist to impact known drivers... Read more