Author: Clay Walton-House

The guide to driving impact with personalization

Personalization has been a topic of conversation among executives, marketers and leading brands for over a decade. In a 2014 study conducted by Adobe, when asked to prioritize one... ...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

Designing the right rewards program for your business

Tradeoffs and techniques for effectively influencing customer behavior Navigating the vast components of a rewards program is no easy undertaking for today’s Loyalty Marketer. As customers interact with your... ...Read more

A social CRM strategy for loyalty marketers

Harnessing the full power of a social CRM strategy to drive customer loyalty. Social media holds enormous potential for driving loyalty and retention, yet many companies do not 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

Whole Foods Customer Loyalty Program: Just Another One?

Whole Foods recently launched a customer loyalty program pilot in the greater Philadelphia market, and on the surface, it doesn’t appear too differentiated from other grocery rewards programs. Customers... ...Read more