Outlook

Frank Underwood Serves Up Loyalty Lessons

Loyalty is as fragile as a house of cards.

Despite their benefits, loyalty programs themselves don’t necessarily translate into loyal customers.

Strengthen loyalty and win back the capricious customer.

Companies must shift their focus to customer engagement to preserve retention and maintain satisfaction.

Leaders must serve as role models to create an environment where customer loyalty can easily grow.

The technology decisions you make will influence the type of experience you create for your customers.

Telecom operator Proximus marries the old with the new to optimize its loyalty program.

Basketball, baseball, and hockey teams innovate to live up to loyal fans’ expectations.

The 7 E’s of next-generation loyalty strategy.

Here’s what it takes to drive engagement and retain members.

Today’s loyalty initiatives among airlines often sit idle despite increased access to behavioral data.

Research reveals the isolated and unclear nature of sales organizations as they emerge from the Great Recession.

Don Peppers illustrates the importance of thinking about your business in a balanced way.