Chipotle’s loyalty campaign drives nearly 25% increase in daily enrollments

The Latest

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  Verizon credits better customer relationships for reduced churn

  The company is still in the early stages of its transformation, which is already having a strong impact on retention, CEO Dan Schulman said.

  Strategy

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  CFOs lean on AI, ‘synthetic audiences’ to decode consumer behavior

  Companies like Albertsons are using AI to interpret shopping patterns and increase basket sizes in real time.

  Technology

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  Southwest customers still love the airline, CEO says

  “The transformation is working,” Bob Jordan said. “Customers love the product, and it is transforming our financial results.”

  Loyalty

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  Q&A

  Food Lion pulls back the curtain on its loyalty program

  With over 1 million active and engaged customers in its MVP program, the Ahold Delhaize banner is dialing up personalization and looking to reward in-store and online shoppers.

  Loyalty

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  Can Bed Bath & Beyond’s Bilt partnership simplify its experience?

  The partnership could offer the retailer a way to make its complex collection of brands more coherent, but it falls on Bed Bath & Beyond to do the heavy lifting.

  Technology

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  The pros and cons of adding AI to first-party experiences

  Major brands are introducing AI into their experiences, but are consumers interested in using these options over more traditional channels?

  AI & Automation

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  Opinion

  Despite the hype, AI is not replacing the customer service workforce

  The hype says “agentless” service is imminent, but data shows most teams are still staffing up while trying to make AI actually function in real workflows.

  AI & Automation

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  Shoppers say they’ll share data with retailers — but they want to see a payoff

  About half of respondents to a poll said they find personalized suggestions from retailers to be “highly helpful,” according to Dunnhumby.

  Data & Analytics

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  CX teams are collecting the data, but failing to act on customer intent signals

  Three-quarters of executives say most businesses are slow to respond to changing customer expectations, an IBM Institute for Business Value survey found.

  Strategy

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  United CEO: Customer devotion offsets qualms about rising costs

  The airline's “decade-long strategy to build a great brand loyal airline that is obsessively focused on making travel easier and better for all customers is the winning strategy,” Scott Kirby said.

  Loyalty

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  American Airlines boosts loyalty enrollments 25%

  The carrier’s redesigned in-app loyalty experience and the introduction of free Wi-Fi encouraged AAdvantage sign-ups, according to CEO Robert Isom.

  Loyalty

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  Diners are becoming less loyal: Tillster

  Leading brands in the restaurant sector could face greater competition from c-stores and grocery chains.

  Loyalty

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  Home Depot adds AI phone agents. How could it affect customer support?

  The home improvement retailer saw significant time savings in a 50-store pilot and plans to expand the system to all U.S. stores during the coming year.

  Customer Service

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  Banks’ CX matters when it comes to stock performance, study finds

  National banks identified as CX leaders delivered a cumulative total stock return 2.4 times greater than CX laggards over a nine-year period, Watermark Consulting research found.

  Data & Analytics

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  Alaska Air relies on loyalty, premium to weather jet fuel prices

  Loyalty and related revenue increased 10% year over year, and active membership in Atmos increased 13% year over year. 

  Loyalty

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  Pizza Hut shifts loyalty program toward experience and exclusivity

  The pizza giant is adding merchandise drops, digital games and experiential rewards to boost consumer engagement.

  Loyalty

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  Why Warby Parker’s CEO zeroes in on NPS

  “It's probably the best measure of customer satisfaction, and if that starts to drop for any reason, we’re going really deep into that,” Neil Blumenthal said.

  Strategy

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  For luxury retailers, value is a vibe

  Chief executives at Ralph Lauren and Tapestry are utilizing experiences and storytelling to provide value beyond pricing to shoppers.

  Strategy

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  CX leaders agree on the importance of cross-functional work, but few have achieved it

  Technological and organizational impediments both stand in the way of integrating customer-facing functions across departments, a KMPG survey found.

  Strategy

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  A look at how Chipotle’s loyalty relaunch could affect customer behavior

  Value is a major component of the loyalty revamp, and the approach could drive in-restaurant traffic and help the company win over less frequent customers.

  Loyalty

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  Q&A

  Why The Fresh Market revamped its loyalty program after just 4 years

  The grocer’s refreshed rewards program and first native app are part of an effort to extend its in-store guest hospitality to its digital touch points, its chief marketing officer said.

  Loyalty

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  JetBlue CEO: ‘Humanity has become the new luxury’

  “We’ve long said that competitors could match the leather seats, the TVs, the Wi-Fi,” CEO Joanna Geraghty said. “And indeed they have. But what they haven’t matched is our people.”

  Strategy

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  Authenticity builds trust. How can brands maintain it?

  Customers are looking for brands that offer honest and truthful communication, keep their promises, and feel genuine and relatable, an Emplifi survey found.

  Customer Service

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  Southwest to strengthen loyalty program, digital experience with fresh leadership

  Nandika Suri is charged with expanding loyalty membership and deepening engagement, while Sabrina Callahan will pursue a seamless, customer-centric digital experience.

  Loyalty

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  Dairy Queen expands drive-thru voice AI test

  Franchisees will now have access to Presto’s technology after a pilot yielded positive results at company-owned stores.

  AI & Automation

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