What is a loyalty program? It’s a program designed to get customers to come back. That’s different than true customer loyalty, but it’s a pretty darn good start. In our 2024 State of Customer Service ...

Personalization wins loyalty. Loyalty programs thrive on real-time data and AI-driven insights, which help create tailored rewards that drive deeper customer connections. AI powers smarter rewards. AI ...

Loyalty programs enable firms to offer significantly lower prices to some of their customers. You’d think this would encourage strong competition. But that isn’t always what actually happens. New ...

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 ...

New data shows loyalty programs are valuable tools for developing strong customer relationships. Here’s how to create an effective one. A successful loyalty strategy offers customers tangible value ...

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 ...

Gamification is the application of elements typically found in games—such as points, competing with others, challenges and leaderboards—to non-gaming activities. If you’ve ever played Super Mario Bros ...

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 ...