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 ...

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

Forbes contributors publish independent expert analyses and insights. Jeff has written about travel, sports & loyalty w/ a focus on Gen Z. Today’s savvy traveler isn’t just counting points—they’re ...

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 ...

As the holiday season approaches, loyalty programs become vital tools for brands to engage customers and drive revenue. In today's competitive retail environment, loyalty programs have evolved beyond ...

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 ...