Loyalty programs make that possible. They empower loyalty marketers to build meaningful relationships, gather rich insights ...

When gamified loyalty programs are combined with a phygital approach, customer engagement reaches a new level — the brand ...

Heightened expectations backfire. Loyalty members expect better service and react more strongly when brands fall short. Unmet expectations can harm brand equity. Perks can backfire. Loyalty rewards ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What is a loyalty program? It’s a program designed to get ...

Loyalty is a habit. Most repeat behavior comes from habit or convenience, not brand attachment. Programs mask problems. Points-based loyalty programs often cover for weak experiences or lack of ...