The term “inflection point” has multiple definitions and each describes a moment at which our fortunes change — and in many cases, we can’t recognize the moment until after it’s passed. When it comes to customer loyalty, inflection points are no less important. Every customer interaction — from her first encounter with your brand, through her first purchase, at each touch point she encounters in your loyalty program, and into each post-purchase service encounter — can make or break her relationship with your brand. In today’s recovering global economy, recognizing and positively influencing these loyalty moments of truth has become our singular challenge.