Forbes contributors publish independent expert analyses and insights. Jenn covers retail, customer loyalty and behavior, CX and CRM. It’s reported that just 3% of parents change their baby’s name ...

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 ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. According to performance marketing agency Media Culture’s “Holiday ...

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 ...

Hotel loyalty programs sell us the world. It's hard not to conjure dreams of waltzing through five-star lobbies to be welcomed (ahead of everyone else, of course) to an upgraded suite, a bottle of ...