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 ...

Although change is rarely easy, it’s essential to grow. Many forward-thinking companies recognize this and embrace change, even when changing programs and processes means initially upsetting some of ...

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 ...

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 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 ...