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

The voice of the customer (VoC) has long been a crucial determinant of business success. As companies focus more on customer experience, understanding the customer's voice becomes paramount. This is ...

Forbes contributors publish independent expert analyses and insights. Jeff has written about travel, sports & loyalty w/ a focus on Gen Z. In the ever-evolving landscape of consumer engagement, ...

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 ...

When organizations take stock of which practices do the most to boost or protect the bottom line, customer loyalty programs should be near the top of the list. Industry logic says that it typically ...