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Timothy L. Keiningham, Terry G. Vavra, Lerzan Aksoy and Henri Wallard

LOYALTY MYTHS

Stop chasing feel-good loyalty gimmicks—focus on proven strategies that actually grow your bottom line.
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What's You Learn?
Most loyalty programs fail because they're based on myths, not customer science – LOYALTY MYTHS debunks conventional wisdom with hard data.

This comprehensive loyalty science summary and key takeaways reveal:

  • Myth Busting - Challenge 53 common beliefs about loyalty with empirical evidence
  • Share of Wallet Focus - Target customer spending allocation, not just retention rates
  • Polygamous Loyalty - Accept customers use multiple brands and optimize your share
  • Value Equation Balance - Deliver rational and emotional value for sustainable loyalty


What most summaries miss: The authors prove satisfied customers aren't necessarily loyal—70% of defectors report satisfaction.

Build real loyalty with Click.Apply.Grow™: Audit loyalty assumptions tomorrow. Measure share of wallet. Design evidence-based programs. Science-based loyalty initiatives deliver 5x better ROI.

Question myths. Follow data.

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About the Author

Timothy L. Keiningham, Terry G. Vavra, Lerzan Aksoy, and Henri Wallard are customer experience researchers and authors shaping the science of loyalty and satisfaction.

They have published extensively on customer metrics, loyalty programs, and service excellence, guiding Fortune 500 companies worldwide.

What sets them apart: They bring quantitative rigor to understanding customer relationships.

Companies applying their research report higher retention, stronger loyalty scores, and measurable growth.

The loyalty scientists redefining how companies measure and manage customer success.

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