The memories of experiences are more important to future customer loyalty behaviors than what actually happened in the experience. This is the harsh reality of customer experience and a pivotal aspect ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. Customer loyalty isn’t something retailers can take for granted in ...

Customer expectations are shifting, and engagement with traditional loyalty programs continues to decline. Many organizations still struggle to align loyalty initiatives with measurable business ...

Brevo’s 2026 Smart Loyalty Guide makes the case for CRM-integrated loyalty that uses AI to close the inactivity gap.

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

TL;DR: Predictive analytics influences day-to-day decisions once forecasts change behavior rather than sit inside ...

Discover how QSR leaders are evolving loyalty programs from discount-driven points to high-frequency, status-driven ...

The retailer was honored in two categories at the 2024 Loyalty360 Awards. The winners were announced June 6 during Loyalty360's Loyalty Expo held in Orlando, Fla. The 360 Degree Awards recognize ...

Nift, the technology company connecting e-commerce platforms to advertisers and brands to new consumers, has named Saket Mehta to its executive leadership team as chief revenue officer. In a recent ...

Loyalty isn’t love, it’s utility, habit and frictionless design, and it’s time marketers built programs that reflect that reality. Editor’s note: Loyalty isn’t love — it’s habit. In Part 2 of our ...

While brands are chasing customer data to deliver more value, consumers are drawing firmer privacy boundaries, according to the PwC 2025 Customer Experience & Loyalty Survey. Results show a ...

A common example that comes to mind is that of a SaaS founder personally writing an apology to customers when something goes wrong–for example, a product bug. An apology, though well-intentioned, and ...