Loyalty
Quantum Metric: More than half of consumers stop responding to surveys
In an interview, Quantum Metric's general manager of voice of customer argues that long surveys and NPS are failing customers and brands alike.
Loyalty
Loyalty
Four winners at the UK Customer Experience Awards: Good experience starts with employees
In four case studies from Customer Experience Magazine's coverage of the awards night, Sky UK, Bupa, Legal & General and London Luton Airport credit their success to developing and listening to employees and bringing teams together.
Loyalty
Türkiye's most loved brands announced: new leaders in coffee and fuel
In Ipsos's telephone survey of 2,000 people, a higher share of women than men considered the leading brand indispensable in 14 of 15 categories; in 13 categories, the share among 15–24-year-olds was lower than among those over 45.
Loyalty
Expedia adds free lounge access for delayed flights to its loyalty program and will credit the difference if fares drop
According to Casey Lehman, Expedia Group's vice president of loyalty, the goal is a simpler program that balances instant savings with future travel rewards. The airport lounge benefit is a pilot for now.
Loyalty
Forrester: Most customer experience teams neither measure nor manage the five dynamics that shape loyalty
Forrester reached this conclusion by examining 29 customer journeys across 36 UK brands in banking, insurance, telecommunications and utilities. Customers were grouped into four loyalty segments based on their Net Promoter Score (NPS) for the journey and their intention to stay with the brand and buy more.
Loyalty
Forrester: Being good doesn't keep customers loyal; being better than rivals at what they care about does
Forrester shows this with data from a large bank in its 2025 benchmarking study: easy login, only fourth on customers' list of priorities, still needs improvement because the bank trails its competitors there.
Loyalty
Forrester: Completing a task isn't enough; customers unsure it worked grow less loyal
In Forrester's data, 76% of utility customers who sought help with their bill and said they achieved their goal but were unsure it worked have low loyalty. Among those confident it worked, the very-low-loyalty group accounts for 36%.
Loyalty
Forrester: Customers are more loyal when an experience ends well or brings a pleasant surprise along the way
Forrester checked customer journey data against the psychological rule that people remember an experience by its most intense moment and its end; the results show the rule holds here too.
Loyalty
Petco simplifies its loyalty program; point redemptions far exceed forecasts
Petco Perks was relaunched at the end of June 2026 to make it easier for customers and employees; sales were nearly flat year over year.
Loyalty
Antavo: Loyalty programs reporting a positive return see an average 5.3x return
The figure rests solely on self-reports from programs with a positive return. Program managers say they devote 51.5% of their marketing budget to loyalty and CRM.