Forbes contributors publish independent expert analyses and insights. Jenn covers retail, customer loyalty and behavior, CX and CRM. Think of them as the size 5-shoes stored against the back wall of a ...

Developing a relationship between your customers and your company is a crucial part of finding success as a business. Perhaps the one accomplishment for a business that trumps all else—even more than ...

Building and sustaining deep customer loyalty is a big task that very often comes down to the little things. Too many brands skip over those seemingly small details — and if you get them right, it’s a ...

Brands are losing billions of dollars propping up outmoded and increasingly irrelevant loyalty programmes that consumers are disengaged with, according to a new report from Accenture Strategy.

I had a birthday last week, and it was a great birthday -- with email greetings and Facebook posts galore. I even got a few communications from companies that I do business with. I got a card from my ...