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 ...
Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What is a loyalty program? It’s a program designed to get ...
In the retail ecosystem, securing and cultivating customer loyalty is not just a strategy; it's a vital lifeblood for sustained growth. With the cost of acquiring new customers outstripping the ...
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