Customer Loyalty

Tagging the latest customer loyalty related insights to deliver what matters to you most. ProKarma posts content that connects people, businesses and organizations with intelligence resources for the greatest success.

The future of consumer loyalty

Even with a superior product, brands that only rely on traditional consumer loyalty programs can lose to competitors who create a superior experience. Empowered by technology, the demands of... ...Read more

Customer-centricity Q&A: Driving a top-down plan

An interview with Clay Walton-House, Customer Retention and Loyalty Lead, on customer-centricity Originally published on Colloquy.com Many organizations have tackled customer-centricity with varying degrees of success. To effectively establish... ...Read more

Is customer loyalty overrated? Our expert weighs in

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... ...Read more

Avoid the January refresh: Four options for tier qualification in loyalty programs

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... ...Read more

Macy’s needs to address relevancy to ignite brand loyalty

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.... ...Read more

Loyalty360: PK’s holistic approach to customer health

Recently PK’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,”... ...Read more

CX 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... ...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

Customer Rewards Programs for Banking & Financial Institutions

This blog is the second in a four-part series related to the PK whitepaper titled “Designing the Right Rewards Program for Your Business.” This particular post focuses on the banking... ...Read more