Loyalty is a habit. Most repeat behavior comes from habit or convenience, not brand attachment. Programs mask problems. Points-based loyalty programs often cover for weak experiences or lack of ...

Let's start with a universal truth: Getting customers to choose you once is not that hard, but getting them to keep choosing you time after time? Now, that’s what separates thriving brands from the ...

The biggest U.S. airlines make billions of dollars from their loyalty programs and branded credit cards, which some analysts believe are now essential to the businesses. By Niraj Chokshi ...