When brands over-rely on discounts or perks, they can train customers to see the incentive—rather than the product, service ...

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 ...

It's no secret that loyalty programs have become increasingly popular. According to a survey by Lending Tree, about 80% of American consumers are members of at least one loyalty program. A loyalty ...

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 programs enable firms to offer significantly lower prices to some of their customers. You’d think this would encourage strong competition. But that isn’t always what actually happens. New ...

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 ...