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Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back ...

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 ...

The voice of the customer (VoC) has long been a crucial determinant of business success. As companies focus more on customer experience, understanding the customer's voice becomes paramount. This is ...