Clay Walton-House, Lenati's customer retention and loyalty lead, recently published an article with Loyalty360 focused on an integrated approach to loyalty strategies. His article, "Integrated Loyalty: The New Paradigms of Ease, Simplicity, Speed," highlights the shifts that have occurred in consumer expectations leading to these new paradigms, as well as examples of companies — Amazon, Trunk Club, Starbucks and Uber — who best meet these new expectations.
Walton-House identifies three key factors impacting the new consumer dynamic: lack of time, high expectations, and technology innovation (especially when it comes to mobile). As a society, we have become accustomed to having everything we want and need at our fingertips. Thanks to our hand-held devices, we're plugged in to information, communication, and commerce 24/7.
Having a debate with your son over whether a Brontosaurus is the same as an Apatosaurus? Just Google it. Hoping to reach your sister who lives on the other side of the world with a quick video call at 3 a.m.? FaceTime is ready to help. Want to squeeze in some shoe shopping before your morning workout? Nordstrom will take your order and ship it fast and free.
Photo: RetailWire
It goes without saying that the companies who best utilize technology to meet the ever-changing needs of the consumer will be the winners over the long haul. But consumer demand for ease, simplicity, and speed are here to stay — and those who most efficiently put this new paradigm in the palm of our hands will most definitely lead the pack.