The traditional approach to gauging loyalty often relies on RFV—recency, frequency, and lifetime value. While these metrics ...

I think the ideal service isn’t all human or all tech—it is a careful balance that keeps efficiency high but prioritizes human connection for moments that matter.

Spot hidden opportunities. Social listening reveals unexpected product uses, unmet customer needs and brand loyalty drivers that traditional research might overlook. Turn insights into action.

Treating people as clients rather than customers creates a competitive advantage that goes beyond price or product features.

Southwest Airlines' policy changes test brand loyalty—experts discuss the impact on customer trust and business strategy in ...