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

Verizon customers have reported receiving emails that notify them about the removal of loyalty discounts. The change, set to begin no sooner than September 1, 2025, is prompting concern and confusion.

Loyalty programs have long been a cornerstone of retail. They help brands retain customers, encourage repeat purchases, and build differentiation in crowded markets. Loyalty programs are also about ...

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 ...

Tension: Hotel loyalty programs have achieved record membership growth while simultaneously eroding the very loyalty they ...

Tension: We pride ourselves on rational consumer choices while loyalty programs exploit our psychological aversion to waste.