Robert Passikoff, founder and president of Brand Keys, zeroed in on the emerging tensions between expectations and loyalty.

Customers don’t just expect basic personalization, but tailored experiences from the moment they arrive, leaders from ...

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 ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. Customer loyalty isn’t something retailers can take for granted in ...

Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

PORTLAND, Ore.--(BUSINESS WIRE)--SheerID, the global leader in identity verification for commerce, today announced the publication of its 2024 Consumer Loyalty Report. Retailers are leaning into ...

GM once again leading the U.S. auto industry in customer retention, earning top honors in the 30th annual S&P Global Mobility ...

While the proposal’s future remains unclear, industry leaders are taking it seriously due to the scale of revenue involved.

• 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 ...

Customer Expectations Soar 32%, Biggest Jump in 30 Years Loyalty Shows Outsized Profit Impact Across Brand Categories ...

The Chevy Equinox wins the S&P Global Mobility 2025 Overall Loyalty to Model award, driven by its redesign. GM also secures ...

Lululemon's Q4 earnings are expected to be strong, but future growth may falter due to economic risks and increased competition, especially from Chinese brands. LULU's valuation is historically low, ...