Discover why customer loyalty is critical for business success and how to build it with strategies that increase retention, revenue and customer lifetime value.

Ten years ago, we often defined “customer loyalty” in terms of duration (how long someone’s been a customer) or likelihood (likelihood to repurchase, likelihood to recommend, maybe even likelihood to ...

Customer loyalty and customer retention are often used interchangeably, but they refer to distinct concepts that play different roles in a CX strategy. Retention focuses on a company's ability to keep ...

What is a loyalty program? It’s a program designed to get customers to come back. That’s different than true customer loyalty, but it’s a pretty darn good start. In our 2024 State of Customer Service ...

Customer loyalty thrives on meaningful experiences and personal recognition, not just rewards. Discover how brands can foster ...

Customer loyalty is a customer’s willingness to repeatedly return to a company to conduct some type of business due to the delightful experiences, quality of products or services, and the value they ...

Loyalty isn’t love, it’s utility, habit and frictionless design, and it’s time marketers built programs that reflect that reality. Editor’s note: Loyalty isn’t love — it’s habit. In Part 2 of our ...

In December of last year, as part of my annual predictions piece, I wrote that many consumers have faced a tough time economically over the last few years and that the situation in 2025 was set to ...

form a link between themselves and the retailer or brand. The Loyalty Program report states that on average, a consumer is linked to 14 loyalty programs but only actively engaged with seven of them.

Every industry has companies competing on price and promotions, and they do attract attention from consumers. What many don’t do is nurture long-lasting loyalty.​ ...