When gamified loyalty programs are combined with a phygital approach, customer engagement reaches a new level — the brand gains a form of physical presence while simultaneously enhancing the digital ...

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

DUBLIN--(BUSINESS WIRE)--The "India Loyalty Programs Market Intelligence and Future Growth Dynamics Databook - 50+ KPIs on Loyalty Programs Trends by End-Use Sectors, Operational KPIs, Retail Product ...

Note: This is part one in a two-part series on the future of loyalty. The second will get into some examples of how programs are evolving. One of the realities of today’s inflationary puzzle is ...

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 ...

Today’s customers expect brands to recognize their preferences while offering a personal connection that feels genuine and tailored to their needs. A handful of companies have found a formula that ...

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Although change is rarely easy, it’s essential to grow. Many forward-thinking companies recognize this and embrace change, even when changing programs and processes means initially upsetting some of ...