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 ...

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. Jeff has written about travel, sports & loyalty w/ a focus on Gen Z. In the ever-evolving landscape of consumer engagement, ...

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 ...

Loyalty programs are a great way to grow revenue for your business. Get an understanding of the types of loyalty programs, their strengths and more. Loyalty programs significantly enhance your company ...

The biggest U.S. airlines make billions of dollars from their loyalty programs and branded credit cards, which some analysts believe are now essential to the businesses. By Niraj Chokshi ...