The traditional approach to gauging loyalty often relies on RFV—recency, frequency, and lifetime value. While these metrics ...

The chargeback process was originally designed over 50 years ago to protect consumers, but as e-commerce merchants will tell ...

Despite consumers' feelings on the state of the economy, convenience retailers have the opportunity to capture loyal shoppers ...

It's a fact: firms with high levels of customer loyalty have also earned high levels of staff loyalty. It's darn near impossible to build strong customer loyalty with a staff that is in constant ...

In short, bad breakage is a sign that your program isn't actually building customer loyalty—and could be destroying it. Focus groups and other qualitative research among your program members can help ...

A well-executed fraud and dispute resolution process serves as a loyalty litmus test, revealing the true strength of the customer relationship. Customers who feel valued, supported, and fairly treated ...

Spot hidden opportunities. Social listening reveals unexpected product uses, unmet customer needs and brand loyalty drivers that traditional research might overlook. Turn insights into action.

Southwest Airlines, known for free bags and open seating, is overhauling policies, leaving loyalists questioning if it’s still the airline they loved.

Acquiring new customers has always been quite a challenge, and it's getting more and more expensive and time-consuming in the realities of modern competition. Meanwhile, the main profits for ...