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Restaurant loyalty programs are under more pressure than ever to deliver. This means restaurants must focus on smarter ways to keep guests coming back—and spending more when they do. The good news?

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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What is a loyalty program? It’s a program designed to get ...

Your key metrics—or key performance indicators (KPIs)—are there to tell you how well you're meeting your customers' expectations and gaining conversions. One of the most important metrics to measure ...

New data shows loyalty programs are valuable tools for developing strong customer relationships. Here’s how to create an effective one. A successful loyalty strategy offers customers tangible value ...

Opinions expressed by Entrepreneur contributors are their own. It blows my mind when companies question whether they can afford to launch robust customer education programs. With the demonstrated ...

Plenty of companies say customers come first. But at LG Corp., the phrase is much bigger than a simple mantra. Over the past five years, the Korean conglomerate’s Chairman and CEO Koo Kwang-mo has ...

What Is Customer Lifetime Value? Customer lifetime value (CLTV) means the total expected sales a single customer will generate throughout the business relationship with a company. CLTV is a pivotal ...

Marketing has an image problem. Ironic for a discipline built on persuasion, but it’s losing its edge: consumers tune out, CFOs redirect dollars, and CMOs churn faster than New York Jets head coaches.