Customer Loyalty

How travel, tourism, and hospitality must evolve loyalty programs post-pandemic Travel loyalty programs have played a critical role in the travel, tourism, and hospitality industries since the first frequent... Read more

“Emotional connection” has been the basis of bank loyalty for generations. The relationships customers developed with bank employees, the quality of in-person customer service, and the deep-seated trust in... Read more

Driven by the pandemic, banks have pivoted their physical solutions to digital to serve financially stressed customers faced with record-setting unemployment and stock market concerns. Some banks have been... Read more

Even with a superior product, brands that only rely on traditional consumer loyalty programs can lose to competitors who create a superior experience. Empowered by technology, the demands of... Read more

I recently sat down with guest speaker, Forrester’s Emily Collins, to discuss digital engagement in a post-COVID world. As lifestyle shifts such as staying at home impact buyer mindsets,... Read more

Between customers' ever-evolving expectations and brands adjusting to the new “normal,” marketers are faced with the challenge of navigating the best ways to respond. Agility remains essential, and taking... Read more

Recently, a major retailer asked Concentrix Catalyst to assess its loyalty program, which had first launched in the late 1990s. By one metric—retention rate—the retailer’s program was still successful.... Read more

Having a robust digital presence is unquestionably critical for any consumer brand. As digital technology continues to evolve at a rapid pace, consumer expectations of brands’ digital experiences evolve... Read more

Brands are constantly working to envision new and interesting ways to keep their customers engaged, retained, and loyal in a world full of choice and competition for consumers’ attention,... Read more

Retail is in the middle of a bankruptcy epidemic. Year-to-date retail closures in the U.S. have already exceeded the entirety of 2018 and industry stalwarts aren’t immune. More than... Read more