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 ...

The voice of the customer (VoC) has long been a crucial determinant of business success. As companies focus more on customer experience, understanding the customer's voice becomes paramount. This is ...

Buyer motivation is the underlying reason for everyday purchases — and understanding such motivations is crucial to success. Only by understanding customer motives can companies tailor their sales and ...

The future of loyalty is a frictionless flywheel that gains momentum with every joint success. Stop incentivizing purchases and start enabling program members’ success. Loyalty programs work best when ...

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 ...

A strong relationship with your customers is the basis of any business that is successful. The loyalty programs, if carefully designed and implemented can be powerful tools to strengthen these ...

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 ...

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 ...

Loyalty programs are an essential part of businesses’ efforts to retain customers and increase engagement. However, as we move into the era of Web 3.0, there is an opportunity to revolutionize these ...

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 ...