CONTENT GALLERY

We’ve all heard the old adage “it’s just business,” but to a small business owner, it’s actually so much more. More often than not they’ve invested countless hours caring for, nurturing, squeezing every ounce of...Read More

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 operations. Customer journey maps...Read More

Mobile technology has had profound impacts on life and business that were unimaginable a decade ago. I first realized the potential of mobile devices when, in 2008, I moved across the country to Seattle, having never set foot there before. Had I...Read More

Back in March, when the news that Plenti – a coalition loyalty program developed by American Express – would be launching in the US, we wondered if this country was finally ready to embrace this concept that has been wildly successful...Read More

There’s a business-related urban legend that’s stuck with me all these years and it goes something like this. A high-end sports car manufacturer had just released their latest high performance luxury sports car. All the industry...Read More

To get from point A to point B you would take a good look at a map that delivers the right level of granularity and holds all the information you need. For example, a beautiful hike in the mountains would require a different map than a long drive...Read More

I’ve been following the rise in sales enablement technologies and the latest trends in sales optimization, but yet clients still come to me asking why their sales teams are not more productive than they were before these sales improvements. ...Read More

I’ve been pointing out the trend toward blended physical/digital (“phygital”) retail experiences for several years now. The momentum around this continues to grow as born-online brands like Nasty Gal and Bonobos rush to open...Read More

Call it a fad. Call it a shift in the natural order. But don’t call it sticking with the status quo: Government is reimagining services to improve the customer experience. Although we typically identify “customers” with the...Read More

Lenati’s Clay Walton-House is a Featured Panelist and Columnist for Loyalty 360. This article is the second of a year-long series titled “Way of the Future: An Integrated Approach to Loyalty Strategies.” For context and...Read More