Charting the future of customer engagement and retention through the travel, leisure, and hospitality industry. The evolution of loyalty programs What have you done for me lately? Brand loyalty is being tested. Customers are less satisfied with their brand experiences than they were just one year ago. Expectations are not being met in great part, they say, because technology, if not implemented correctly, can be an unwelcome intermediary to reduce expenses instead of to improve service. Customers complain about being funneled into low-cost channels stripped of human interaction and personal touch. Furthermore, even brand evangelists who continue to patronize their go-to companies are quite discouraged with how much their favorite experiences now cost.

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