Why trust and emotional connection, not speed or automation, drive lasting loyalty — and how you can use humans and technology together to keep customers coming back.

Forbes contributors publish independent expert analyses and insights. author of Chained to the Desk in a Hybrid World: A Guide to Balance. Traditionally, many American consumers have been dedicated to ...

Bernard May is the CEO of National Positions, a 5-time Inc. 500 company, award-winning marketing agency and Google Premier Partner. A decade ago, keeping customers meant locking them in. In 2025, it ...