Annie Wilson is a senior lecturer of marketing at the Wharton School of the University of Pennsylvania. Ryan Hamilton is an associate professor of marketing at Emory University’s Goizueta Business ...

There is a type of business story that has become nearly cliché: A legacy brand is facing stagnating growth. Loyal customers are aging out, and new customers aren’t taking their place. So the brand ...

“Hey, is this thing on?” That's just one of many questions that both a pop princess and a loyalty manager could ask. Being unsure whether your customers can hear you—or whether or not you’re ...

When you’re an industry leader in a highly technical field, it’s easy to fall into the trap of assuming you know what’s best. But in reality, businesses that attempt to dictate to their customers ...

Digital customer interactions surged from 25% to 65% in three years, making an omnichannel strategy essential for businesses. Ecommerce continues to outpace brick-and-mortar growth, with a projected 7 ...

Personalization wins loyalty. Loyalty programs thrive on real-time data and AI-driven insights, which help create tailored rewards that drive deeper customer connections. AI powers smarter rewards. AI ...