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 ...

I originally wrote today’s post for MarTech. It appeared on their site on August 1, 2025. In far too many organizations, decisions are made in boardrooms, far removed from the reality of the customer.

Customer loyalty can increase revenue, improve sales and enable business growth, so organizations have begun to focus more on these strategies. Customer retention is an organization's ability to ...

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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 ...

For some customers, loyalty programs provide clear financial benefits through discounts or points. But emotional benefits – ...

At the heart of any CX strategy is customer feedback. Creating and implementing a voice of the customer program are often the most effective ways to do so. VoC can be thought of as a listening program ...

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 ...

Rewards programs are not just a key strategy for customer retention, but acquisition as well. NABCO, a national electrical products supplier servicing distribution networks for both routine electrical ...

There are many different things to consider when it comes to getting your business off the ground. Naturally, reaching out to new customers with advertising, marketing campaigns, and promotional ...

A compelling loyalty and rewards program can be a significant differentiator in the competitive financial services landscape. These programs can improve customer retention at neobanks, add more value ...

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