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Customer Advocacy
Article
Your email open rates may be lying to you
Open rates mislead; real loyalty shows in advocacy, referrals, voluntary growth, and retention through friction - not clicks.
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Blog articles

Insights and trends

Strategic Loyalty Engines are the sophisticated decision-making engines that form the core of modern loyalty programs.
Loyalty Program
Article
Strategic Loyalty Engines: Why the Average Customer Doesn’t Exist
Brands shift from points to storytelling, building emotional loyalty through narratives that foster deeper connections beyond simple transactions.
Gamification
Article
Beyond gamification: How brands are winning hearts
Great narrative loyalty needs personal stories, emotional milestones & authenticity - but risks like fatigue, privacy, and fake storytelling loom.
Gamification
Article
Beyond gamification: The challenges of building better loyalty programs
Some airlines enhance loyalty despite pressure - offering fairer rewards, broader partners, and transparent value, treating loyalty as a long-term asset.
Loyalty Program
Article
Airline loyalty: Airlines that are bucking the trend
Airlines face pressure to cut loyalty perks, with some devaluing rewards for short-term gains while others invest to build long-term customer trust and value.
Loyalty Program
Article
Airline loyalty: Why airlines are devaluing programs
Airlines cut loyalty value via higher redemptions, fewer perks, complex rules & short notice, while elites get protections; regulators step in.
Loyalty Program
Article
Airline loyalty: Airline program devaluation levers