Why the most overlooked part of the customer journey determines whether people stay, leave or talk about you.

In 2026, more brands will adopt a holistic incentives marketing approach, uniting loyalty program management and personalized ...

Customer journeys and emotional experiences turn satisfied customers into outspoken brand promoters. Customer loyalty isn’t just earned through rewards programs or sales-driven perks—it’s built ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. May 07, 2025, 11:47am EDT In December of last year, as part of ...

Businesses talk a lot about cultivating loyalty, yet when companies give the best deals to new customers, long-term customers can feel penalized for staying true to the same brands. Loyalty programs ...

MOOYAH is getting to know—and better target—its high-value customers a new loyalty app. Photo: MOOYAH Burgers, Fries and Shakes. Restaurant operators have long been trying to figure out the secret ...

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 ...

Customer loyalty is a customer’s willingness to repeatedly return to a company to conduct some type of business due to the delightful experiences, quality of products or services, and the value they ...

Building brand loyalty today requires more than just low prices, discounts, deals and referrals for deeper, lasting relationships with customers. Building brand loyalty now hinges on creating an ...

Many retailers talk a good game when it comes to personalizing interactions with each customer, but Fabletics really walks the walk. The brand is gathering extensive customer data from the 1.2 million ...