It’s About Time Marketing Takes a Quota

  • November 12 2015
  • Resource: Loyalty Today
  • Christina Rehklau

Yep.  That’s right.  It’s time marketing takes a quota. I’m not talking about moving everyone to comp plans.  I’m talking about committing to a quota for delivering marketing qualified, sales-ready leads...Read More

Wine Marketing: How Emotion Drives Customer Loyalty

  • October 20 2015
  • Resource: Loyalty Today
  • Christina Rehklau

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 2015 vintage is likely to be a spectacular one. The longer growing...Read More

Integrated Customer Loyalty: Organizing for Customer-Centricity

  • October 15 2015
  • Resource: Loyalty Today
  • Christina Rehklau

This article is the fourth of a year-long Lenati series titled “Way of the Future: An Integrated Approach to Loyalty Strategies.” For context and additional reading, see the first, second, and third articles of the series on Loyalty360...Read More

The Connection Between Culture and CX Strategy

  • October 09 2015
  • Resource: Loyalty Today
  • Christina Rehklau

One of the questions that Customer Experience (CX) leaders often grapple with is how to build a truly customer-centric culture in their company. Most realize that culture will be key to seeing their CX strategies and initiatives implemented and...Read More

Mapping the Customer Journey: Aligning Brand, Management and Ops Around the Customer

  • October 03 2015
  • Resource: Loyalty Today
  • Christina Rehklau

Customer journey mapping is a technique central to the CX design process.  It leverages customer insights data to develop a compelling visualization of the customer’s entire brand experience. This technique can have several uses...Read More

Home Away From Home: Customer Experience in Hospitality

  • September 30 2015
  • Resource: Loyalty Today
  • Christina Rehklau

Customer Experience is top-of-mind for executives in many industries today.  In the increasingly competitive hospitality industry, where the guest’s experience is front and center, improving and innovating CX is key to meeting customer...Read More

The Death of the Sales Funnel [Infographic]

  • September 25 2015
  • Resource: Loyalty Today
  • Christina Rehklau

We have been closely following the shift in B2B and B2C sales organizations. It’s not news that sales motions are becoming more complex. However, what’s different now (and continues to evolve) is customer expectations within the buying...Read More

It’s Nothing Personal…Unless it’s Small Business

  • September 21 2015
  • Resource: Loyalty Today
  • Christina Rehklau

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: Avoid These 3 Common Pitfalls

  • September 10 2015
  • Resource: Loyalty Today
  • Christina Rehklau

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

How The Home Depot Made Mobile Its Most Versatile Tool for B2B Customer Engagement

  • September 07 2015
  • Resource: Loyalty Today
  • Christina Rehklau

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

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