In the channel universe where relationships are everything, many solution providers still need a better understanding of how to inspire true loyalty, researcher and author James Kane said during ...

Spot hidden opportunities. Social listening reveals unexpected product uses, unmet customer needs and brand loyalty drivers that traditional research might overlook. Turn insights into action.

Southwest Airlines, known for free bags and open seating, is overhauling policies, leaving loyalists questioning if it’s ...

Good customer service is critical to business success, ensuring brand loyalty one customer at a time. Recent innovations have focused on automating customer service systems, but the human element ...

In short, bad breakage is a sign that your program isn't actually building customer loyalty—and could be destroying it. Focus groups and other qualitative research among your program members can help ...

That's good news for travelers. United Airlines is seeking to deepen customer loyalty, which the carrier says is pivotal to its long-term performance. “What we need to do is decommoditize this ...