Customer Retention

SVOD wars: What telcos can learn from Disney and Netflix

When billions of people across the globe were quarantined due to COVID-19, consumers embraced subscription services of all kinds, from replenishment services and food delivery to retail boxes and... ...Read more

On their terms: Evolving customer success for millennial B2B tech buyers

We’ve talked in past posts about how Millennials are stepping into B2B buying roles and overturning traditional ideas about how buyers want to interact with technology companies. But what... ...Read more

The end of the unsubscribe

How leading subscription services use digital engagement to keep their customers happy and renewing. Brands jumping into the world of subscription services often make the mistake of funneling a... ...Read more

Pokémon go opens a new door to digital marketing

Retailers have been trying to leverage digital marketing to boost foot traffic for years. They’ve had some success with social media and the like, but Pokémon Go just made... ...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

Wine Marketing: How Emotion Drives Customer Loyalty

It’s a magical time of year for Washington wine. Wineries across Washington State are wrapping up on one of the earliest and hottest harvests in history, which means the... ...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