The Customer Lifetime Value Flywheel

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The Customer Lifetime Value Flywheel

Jon Reily

Jon Reily is the SVP of Commerce and Loyalty at Bounteous, a leading global digital experience consultancy. In his role, he leads Bounteous’ Commerce Center of Excellence, providing best practices, thought leadership, and co-innovation for brands. With more than 20 years of experience in the digital space, Jon is a Top 100 Retail Influencer, an eCommerce expert, and a UX/CX specialist. Before Bounteous, he was the Head of User Experience and eCommerce Design at Amazon, where he played a role in the platform’s growth and served as a voice for strong customer experiences and accessible eCommerce. 

 

Here’s a glimpse of what you’ll learn:

  • How brands should consider customer acquisition and the lifetime value flywheel
  • The foundational components of the customer lifetime value flywheel
  • Jon Reily explains the barriers to customer personalization
  • Accessing and organizing customer data 
  • How to optimize the flywheel through content creation and customer feedback
  • Best practices for customer loyalty
  • Recurring pain points in the digital space

In this episode…

Although the digital space has transformed considerably in the past four years, many brands haven’t adapted their strategies. Some utilize antiquated customer acquisition strategies by offering loyalty programs that benefit the business rather than the customer. Yet 20% of a brand’s customer base generates 80% of its revenue, and while the average consumer enrolls in 14 loyalty programs, they only use seven. How can you retain your existing customers by meeting their demands?

Customer experience veteran Jon Reily advises against employing customer loyalty programs. Instead, loyalty involves creating positive experiences to help customers resolve their most pressing concerns, keeping you top of mind in your category. You can leverage the customer lifetime value flywheel to generate existing consumer loyalty by personalizing content and accessing and managing data to assess experiences and make informed decisions.

Jon Reily, SVP of Commerce and Loyalty at Bounteous, joins Aaron Conant in this episode of The Digital Deep Dive to discuss customer loyalty and the lifetime value flywheel. Jon talks about the barriers to customer personalization, optimizing the flywheel through content creation and customer feedback, and how to access and organize customer data.

Resources mentioned in this episode:

About BWG Connect...

BWG Connect provides executive strategy and networking sessions that help brands from any industry with their overall business planning and execution. We network and knowledge share together to better understand and adapt to the newest trends, strategies, and pain points shaping growth in the digital space. BWG Connect, in conjunction with BWG Strategy, has built an exclusive network of 125,000+ senior professionals and hosts over 2,000 virtual and in-person networking events on an annual basis.

In addition, we have had 1x1 conversations with over 5,000 brands and have a real-time pulse on what digital strategies are successful and why. This in-depth knowledge allows our team to operate on the cutting-edge and provide our clients with best-in-class guidance on how to win in the digital world. We have provided free consultations and strategy sessions for companies of all sizes, from start-ups to Fortune-100, to enable growth, resolve issues and make curated service provider introductions that can impact your digital footprint.

We have held to the philosophy of providing high-level insights and actionable knowledge with no sales pitches in order to provide to our network the ability to listen, learn and act to improve themselves as well as their organizations. Our ultimate goal is to be the resource out there to help digital executives find the research they need to excel in the modern marketplace.

If you are interested in getting involved with any of our current or past events, you can find them here. If you are looking for help & would like to set up some time to chat with our team, you can schedule a time or reach out directly to Aaron@bwgconnect.com or Tiffany@bwgconnect.com.

BRINGING TOGETHER INFLUENTIAL EXECUTIVES AND SENIOR PROFESSIONALS

What is BWG Connect?

BWG Connect provides executive strategy & networking sessions that help brands from any industry with their overall business planning and execution. BWG has built an exclusive network of 125,000+ senior professionals and hosts over 2,000 virtual and in-person networking events on an annual basis.

Guest's Company Profile

Bounteous

Bounteous helps leading companies create big-picture digital solutions by optimizing the flow of data, insights, and interactions across the digital brand experience. Their expertise includes Strategy, Experience Design, Technology, Analytics and Insight, and Marketing.

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