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 ...

When gamified loyalty programs are combined with a phygital approach, customer engagement reaches a new level — the brand ...

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 ...

Loyalty programs are a great way to grow revenue for your business. Get an understanding of the types of loyalty programs, their strengths and more. Loyalty programs significantly enhance your company ...