The initial social contract that created loyalty was broken by the employers, not employees.

At the point of sale, there is a direct connection between the customer and the retailer—and it’s a powerful moment for ...

Loyalty marketing experts continue to debate how to fix loyalty programs they quietly acknowledge are underperforming. If a brand cannot prove its loyalty program has a meaningful, profitable impact, ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. For years, loyalty programs promised sustained customer ...