Rachel Williams has been an editor for nearly two decades. She has spent the last five years working on small business content to help entrepreneurs start and grow their businesses. She’s well-versed ...

A CRM database is a business tool used to track and organize customer information throughout your business. These databases are supported by customer relationship management (CRM) software, which ...

What is a loyalty program? It’s a program designed to get customers to come back. That’s different than true customer loyalty, but it’s a pretty darn good start. In our 2024 State of Customer Service ...

Heightened expectations backfire. Loyalty members expect better service and react more strongly when brands fall short. Unmet expectations can harm brand equity. Perks can backfire. Loyalty rewards ...