The Loyalty Paradox Report

Customer loyalty is no longer shaped only by points or discounts. It now depends on the overall experience customers have with a brand and payments play a central role in that journey. A smooth checkout, preferred payment options and secure authentication all influence trust, satisfaction and long-term engagement.

The eBook explains why loyalty has become more fragile and how rising expectations are redefining what customers value. It highlights the move from traditional rewards to experience led engagement and shows how emotional and rational loyalty drivers work together. You will learn how payment data, flexibility and security reinforce confidence and encourage customers to return.

The guide also looks at the innovations transforming loyalty. From flexible financing and personalisation to immersive technologies and invisible payments, it outlines how brands can move beyond transactional programmes and build deeper, more meaningful relationships.

What’s inside the eBook

The loyalty paradox explained and why loyalty is both more valuable and more fragile
How customer expectations are changing across different industries and generations
The role of payments in building trust, consistency and long-term engagement
How payment data unlocks powerful insights that strengthen loyalty strategies
The future of loyalty, including personalisation, instant rewards, flexible payments and emerging technologies
Practical opportunities for merchants to create meaningful and profitable customer relationships

The loyalty paradox

Rethinking customer loyalty through trust, experience and payments

What’s inside the eBook

Download the report

Navigate the new loyalty landscape