An interview with Clay Walton-House, Customer Retention and Loyalty Lead
Originally published on Colloquy.com
Many organizations have tackled customer-centricity with varying degrees of success. To effectively establish an enterprise-wide customer-centric mindset, change management is the key: focusing not on the content of the change, but the change itself.
As a principal at Lenati, Clay Walton-House helps global brands understand what is required to become a customer-centric organization....