They expect more now: More value, more simplicity, more convenience, more excitement. They want loyalty programs to actually elevate their day-to-day lives and help them save while also being fun, ...

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 ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. For years, loyalty programs promised sustained customer ...

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 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 ...

A growing number of brands are using AI to improve customer experience with loyalty programs and streamlined operations. These brands are using the technology to offer more personalized experiences ...

Customer expectations are shifting, and engagement with traditional loyalty programs continues to decline. Many organizations still struggle to align loyalty initiatives with measurable business ...