Brand Loyalty

Integrating Customer Experience & Customer Loyalty

Part One: Building a Customer-Centric Organization Businesses are making the shift toward a customer-centric operating model. As markets and channels have evolved, products and services have become less differentiated.... ...Read more

A New Methodology for Predicting the ROI of a Loyalty Program

Introducing the Lenati Loyalty ROI Simulator When making decisions around re-designing a loyalty program, marketers always want to know the return on investment (ROI) of the new loyalty program.... ...Read more

¿Son “Rundles” los programas de fidelización del futuro?

Las marcas trabajan constantemente para imaginar formas nuevas e interesantes de mantener a sus clientes comprometidos, retenidos y leales en un mundo lleno de opciones y competencia por la... ...Read more

On their Terms: Shifting Sales Tactics for Millennial B2B Tech Buyers

The classic stereotypes of B2B tech buyers no longer hold true. They are more likely to arrive tattooed and in sneakers and jeans than a suit and tie, and... ...Read more

The Future of Consumer Loyalty

Even with a superior product, brands that only rely on traditional loyalty programs can lose to competitors who create a superior experience. Empowered by technology, the demands of the 21st-century... ...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

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