Clay Walton-House

Customer-centricity Q&A: Driving a top-down plan

An interview with Clay Walton-House, Customer Retention and Loyalty Lead, on customer-centricityOriginally published on Many organizations have tackled customer-centricity with varying degrees of success. To effectively establish an... Read more

Is customer loyalty overrated? Our loyalty experts weighs in

In a recent article in the Harvard Business Review, the title says that “Customer Loyalty Is Overrated.” “The death of sustainable competitive advantage has been greatly exaggerated,” the article... Read more

Can Whole Foods attain greater customer loyalty differentiation?

When Whole Foods launched a customer loyalty program pilot in the greater Philadelphia market in February 2015, Clay Walton-House, former Managing Director of Integrated Customer Loyalty, didn’t think it... Read more