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 ...

What’s changing is where growth is coming from, how travelers plan, and what actually drives loyalty in an AI world.

For as long as people have been selling goods, customer loyalty has been a topic of conversation. Yet no one has been able to fully crack its code. Each year, we see brands across industries revamping ...

Bad publicity can shake a company’s reputation and erode hard-earned customer trust. But setbacks don’t have to define a brand forever—how leaders respond can determine whether loyalty is lost or ...

Forbes contributors publish independent expert analyses and insights. Jeff has written about travel, sports & loyalty w/ a focus on Gen Z. We live in a time of paradox: more customer data than ever, ...

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 ...

Customer journeys and emotional experiences turn satisfied customers into outspoken brand promoters. Customer loyalty isn’t just earned through rewards programs or sales-driven perks—it’s built ...

Customer loyalty this year is built on a combination of generative artificial intelligence, always-on customer experiences, and brand experiences that customers actually want, according to Brand Keys, ...

• Consumers’ expectations jumped 30% this year, but brands only met 9–11% of that demand • Amazon, Google, Microsoft, Apple, and Coca-Cola lead 2025’s loyalty rankings The 17th annual Brand Keys ...

When the time comes to get their next ride, new car buyers are willing to switch to another automaker much more easily today than in the past, but some brands are still holding their ground. A new ...