Tag: Customer loyalty

The Future of Customer Experience Beyond the Petrol Station Forecourt

Petrol/diesel/fuel/electric, whatever you put in your vehicle, there’s something vaguely depressing about the modern forecourt. Fortunately, it is due for an upgrade as smart solutions hit the pumps. That could help in the UK, where the one member of staff at...

Easy Cancellations Could be the New Loyalty Strategy in Subscriptions

When was the last time you cancelled a subscription — and then came back later? The option to pause or leave without hassle is exactly what convinces many consumers to stay loyal in the first place. According to Chargebee’s 2025 Global...

Rewards Are Becoming a Deciding Factor in Customer Loyalty

Rewards now play a central role in how people choose to pay, where they shop, and which brands they stick with. New research from PayPal and Reach3 Insights shows that incentives are driving deeper emotional connections and influencing long-term loyalty. By combining...

High Costs and Data Gaps Stall Retail’s AI Drive for Better CX, Report Reveals

Retailers are investing significant resources in artificial intelligence, but many are discovering that the path to enhanced customer experiences is slower and more complex than anticipated. The 2025 State of AI in Retail report from Amperity shows that adoption is already...

IPSOS’ CXO Jamie Thorpe Talks The Shifting Dynamics of Customer Loyalty

While CXM reports daily on the latest CX news and hunts down interviews from the CX trenches. A view from on-high is always welcome. We had the opportunity to get the thoughts of IPSOS Chief Experience Officer Jamie Thorpe on...

ASOS Launches Tiered Loyalty Programme for UK Customers

ASOS has announced the launch of ASOS.WORLD, a new rewards programme designed to deepen engagement and keep fashion-conscious UK shoppers coming back for more. Following a trial run earlier this year, the UK-exclusive programme is now live, offering a mix of...

Why Forcing Loyalty Could Be a Terrible Long-Term Strategy

Nearly everyone in the UK is signed up to at least one loyalty scheme, according to the Competition and Markets Authority (CMA). But the shift from a points-based reward system to a membership that offers reduced pricing at the point...

Retailers Push Price Hikes Even If It Costs Them Consumer Loyalty

Despite knowing full well that customers will be furious, most retail execs are still planning to raise prices. That’s the takeaway from a new report by First Insight, Tariffs & Trust: Why Retailers Risk Loyalty with Price Hikes, which reveals a...

What’s Driving Young Customers to Fintechs?

Is the future of banking still in brick and mortar, or is it being rewritten by Gen Z’s thumbs? A new report from Corporate Insight, a financial services research firm, reveals generational divides in what customers want from their banks, and...

72% of customers are happy to pay more if brands make it worth their while

A new study from Qualtrics XM Institute suggests businesses may be leaving money on the table simply by delivering a subpar experience. According to the data, 72% of U.S. consumers say they’re willing to pay more for a premium experience....