Loyalty Magazine Awards 2018: Tales of the (Mostly) Expected…

However much you think you know about a topic, some things will still surprise…


Paranoid Brand Warning: Consumers can sense your fear

Consumers love confidence. On evidence, true customer loyalty is won through…


The Experience Margin: Only CX can save retail brands

Retail brands can be saved; but not by conventional retail strategy. In an…


The Attention Equilibrium

If you’re unlucky enough to have been the prettiest person in a packed bar,…


Loyalty: On the Cusp of Major R(E)volution

Loyalty program announcements so far this year indicate a major sea change.…


Why customer retention is about more than just points

Apple is often cited as having the most loyal customers worldwide. But what…