The Psychology of Customer Loyalty

Explains how personalization, customer health scores, and sentiment analysis drive loyalty in SaaS and tech environments. Shows why engagement (not just transactions) is the key signal of loyalty and how to spot at-risk customers early. Highlights the shift from transactional to emotional loyalty by focusing on customer success, not just discounts or points. Uses a real B2B/SaaS example (HubSpot) that’s easy to relate to if you’re interested in startups and product-led growth.