Not only do they spend more, they are also cheaper to attract – it costs five times more to attract a new customer than it does to retain an existing one. And then there’s the reputational cost of ...

As CTO of Engage People Inc. Len Covello helps companies differentiate loyalty programs to deliver a better experience for their customers. In 2024, experiential loyalty, AI-driven capabilities and ...

Heightened expectations backfire. Loyalty members expect better service and react more strongly when brands fall short. Unmet expectations can harm brand equity. Perks can backfire. Loyalty rewards ...

American Airlines is pioneering yet another frontier in loyalty through evolutions to its long-standing AAdvantage program.

Dallas-based Southwest Airlines is starting 2024 with a revamped loyalty program for frequent flyers looking to achieve airline milestones quickly. Beginning Jan. 1, Southwest Rapid Rewards members ...