There’s a quiet unraveling happening in business. You feel it in the glassy eyes of employees. You see it in customers ghosting once-beloved brands. You hear it in leadership meetings when someone ...

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 2018, author and marketing maven Seth Godin posed a question in a podcast: Imagine if Nike opened a hotel. What would it be like? Their reputation, he continued, is so well-established that we can ...

New car owners are not as brand loyal as they used to be, according to the recently released J.D. Power 2023 U.S. Automotive Brand Loyalty Study. However, some brands such as Porsche and Ford, ...

NEW YORK—As audiences fragment and the competition for the attention of consumers grows ever more heated, a new survey from Brand Keys highlights some of the companies and brands that are doing the ...

There’s no doubt about it, the biggest reason brands are losing customers is cost. “Thanks to the rising cost of living, brand promiscuity is at an all-time high, with more than 83% of consumers ...

Is brand loyalty dying? With so many ways to shop, consumers expect much more from brands, presenting steep competition to win their business. Research from McKinsey shows that 71% of consumers expect ...

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 ...

Razorfish and GWI’s findings around loyalty arrive at a moment when consumers are chasing value in response to sticker shock during everyday occasions like grocery store trips. The research also comes ...