Loyalty360 Reads: Fraud Has Become Costlier for Retailers in North America, Research Shows Importance of Seamless Omnichannel Experiences, and OpenTable Expands Loyalty Program

New Study Shows the True Cost of Fraud Now Exceeds $5 for Every $1 Lost 

Key takeaways: 

• The total cost of fraud now exceeds $5 for every $1 of direct fraud loss in both the U.S. and Canada. 

• More than one-third of retailers reported significant revenue losses from fraud, while over half experienced increased customer churn tied to fraud prevention efforts. 

• Organizations with mature, multi-layered fraud prevention strategies are achieving stronger fraud detection and better customer outcomes. 

Fraud is becoming more expensive—and more complex—for retailers and ecommerce businesses, according to the 2026 LexisNexis® True Cost of Fraud™ Study for Retail and Ecommerce in North America. For the first time, the LexisNexis® Fraud Multiplier™ surpassed $5 for every $1 of direct loss in both the U.S. ($5.13) and Canada ($5.23), underscoring the growing operational, compliance and reputational costs associated with fraud. The study also found that while stronger fraud controls are helping organizations reduce risk, they can also create customer friction, with more than half of U.S. retailers and ecommerce merchants reporting increased customer churn tied to anti-fraud measures. As fraud expands across digital channels and emerging areas like AI-powered agentic commerce, the findings suggest organizations that adopt integrated, multi-layered fraud prevention strategies are better equipped to reduce fraud, improve customer experiences, and support long-term business growth. 

Why it matters: 

• Fraud is no longer just a financial issue—it also impacts customer loyalty, operational efficiency, and business growth. 

• Emerging technologies like agentic commerce are creating new fraud risks that require more adaptive security strategies. 

• Businesses that balance effective fraud prevention with seamless customer experiences are better positioned to compete in an increasingly digital marketplace. 

 

Learn more here.
 

New Research Highlights the Growing Importance of Consistency in Ecommerce 

Key takeaways: 

• Consumers expect a consistent shopping experience across marketplaces, social commerce platforms, and brand websites. 

• Poor fulfillment experiences—including delayed shipping, canceled orders, and incorrect items—can quickly drive customers away. 

• Marketplace performance varies, with shoppers reporting differences in delivery reliability, pricing consistency, and product availability. 

As consumers embrace more ways to shop—from online marketplaces to social commerce platforms—their expectations for a seamless experience are only increasing, as Sourcing Journal reports. New research from Radial found that shoppers are quick to abandon brands after poor fulfillment experiences, including delayed expedited shipping, canceled orders, and incorrect items. The study also identified notable differences in delivery reliability, pricing consistency, and inventory availability across major marketplaces, reinforcing that operational excellence is becoming a key differentiator. As brands expand across more digital channels, delivering accurate inventory, dependable fulfillment and consistent service is critical to earning customer trust and long-term loyalty, according to Sourcing Journal.  

Why it matters: 

• Customer loyalty increasingly depends on reliable fulfillment, not just competitive pricing or product selection. 

• As brands expand to new sales channels, operational consistency becomes essential for maintaining trust. 

• Delivering a seamless customer experience across every touchpoint can help retailers strengthen retention and support long-term growth. 

Learn more here.
 

OpenTable Expands Loyalty Program with Exclusive Restaurant Reservation Perks 

Key takeaways: 

• OpenTable’s new Gold Tables benefit gives qualifying members access to exclusive reservations at popular restaurants nationwide. 

• Gold members also receive early notifications for newly available reservations and additional partner rewards. 

• The program is designed to strengthen customer loyalty while helping restaurants engage frequent, high-value diners. 

OpenTable is enhancing its loyalty program with a new benefit designed to reward frequent diners with something money often can’t buy: access to some of the country’s most sought-after restaurant reservations, as NRN reports. Through its Gold Tables program, eligible members who reach a qualifying reservation milestone can unlock exclusive booking opportunities at hundreds of participating restaurants, along with early alerts for newly available reservations and additional partner perks. The move reflects a broader trend in hospitality, where loyalty programs are shifting beyond traditional discounts to offer premium experiences that deepen customer engagement while helping restaurants connect with their most valuable guests, according to NRN. 
 

Why it matters: 

• Loyalty programs are increasingly differentiating themselves through exclusive experiences rather than discounts alone. 

• Restaurants benefit from attracting repeat guests who tend to dine more often, spend more and no-show less frequently. 

• As competition for dining reservations grows, exclusive access is becoming a valuable customer loyalty incentive across the restaurant industry. 

 

Learn more here.