Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. May 07, 2025, 11:47am EDT In December of last year, as part of ...

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 ...

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 ...

What’s changing is where growth is coming from, how travelers plan, and what actually drives loyalty in an AI world.

Razorfish and GWI’s findings around loyalty arrive at a moment when consumers are chasing value in response to sticker shock during everyday occasions like grocery store trips. The research also comes ...

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 ...

In 2026, more brands will adopt a holistic incentives marketing approach, uniting loyalty program management and personalized ...

Hotels keep saying loyalty matters, but Accenture’s latest research suggests many brands in Asia Pacific still treat it like a dusty filing system for points rather than a living, breathing revenue ...