In the ever-evolving world of commerce, brands are always looking for ways to attract and retain customers. While brands have traditionally relied on advertising and promotions—mainly discounts—to ...

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 ...

For customers, returns are often when customer experience and loyalty is really tested. A confusing process, long wait times, or inconsistent answers can undo months of brand trust in minutes.

The quest for customer loyalty is a priority for most businesses, driven by estimates by some sources that acquiring new customers can cost anywhere from five to 25 times more than retaining existing ...