Recently Lenati’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,” Clay discussed the importance of an enterprise approach to loyalty strategy and the implication this has for how companies measure “Customer Health”.
The session delved into the necessity of looking holistically at the customer base to determine how effectively the organization is growing Customer Lifetime Value (CLV) and exposing “hot spots” where value is not being maximized.
Clay reinforced the importance of developing a measurement framework which can help the organization come to a shared perspective around a new way of thinking about Customer Health and all the components involved that drive customer behavior.
Read the full write-up on Loyatly360: Lenati Takes a Holistic Approach to Customer Base Health – and see Clay’s discussion points on how you can take a holistic approach to measuring your Customer Health.
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