Loyalty
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Spencer Platt via Getty Images
Chipotle Rewards drives a record share of loyalty sales
Membership reached more than 24 million customers, and they accounted for one-third of the restaurant chain’s sales in the third quarter of 2026, CEO Scott Boatwright said.
By Bryan Wassel • Oct. 29, 2026 -
Getty Images
Why Nespresso brought its loyalty program back from dormancy
The coffee brand rebuilt its 2000s-era loyalty program for the modern day with an emphasis on community and personalization, Nespresso North America CEO Jean-Christophe Jaunin said.
By Bryan Wassel • Oct. 29, 2026 -
Scott Olson via Getty Images
Frontier grows loyalty program revenue 37%
The airline reported record revenue, but still widened its net loss due to rising fuel prices. It’s now looking to loyalty and premium experiences for sustainable growth.
By Kristen Doerer • Oct. 28, 2026 -
Permission granted by Dollar General
Dollar General sued by FTC over ‘deceptive pricing practices’
The agency, along with 20 states, allege that customers are charged more at the register than prices displayed on tags and in ads.
By Dani James , Cara Salpini • Oct. 28, 2026 -
Courtesy of Albertsons
Albertsons launches new subscription program
Albertsons for U+, which replaces FreshPass, costs less and bundles existing loyalty membership benefits with unlimited delivery and pickup services.
By Peyton Bigora • Oct. 27, 2026 -
Courtesy of Verizon
Verizon’s customer-first transformation ‘takes root,’ CEO says
Dan Schulman charted a customer-first course when he joined as CEO last year. It’s paying off, he says, with a 820% year-over-year increase in wireless net additions and lower churn.
By Matt Vartabedian • Oct. 26, 2026 -
Courtesy of Hilton
Hilton offers loyalty members option to pay with points during digital checkout
Pay with Points allows Hilton Honors members to apply loyalty points toward their bill during digital checkout, a first for a major hotel brand, Hilton said.
By Noor Adatia • Oct. 23, 2026 -
Anna Moneymaker via Getty Images
Southwest sets its sights on improving loyalty revenue
The carrier’s bevy of loyalty advancements — from overhauling Rapid Rewards to adding international travel partners — are aimed at strengthening the airline’s value proposition.
By Kristen Doerer • Oct. 22, 2026 -
Joe Raedle via Getty Images
American Airlines confident in CX, premium investments despite the toll of fuel costs
A massive spike in fuel prices led to a net loss in Q3 2026, but loyalty program growth was strong and premium revenue continued to outperform main cabin, executives said.
By Bryan Wassel • Oct. 22, 2026 -
Justin Sullivan / Staff via Getty Images
AT&T pursues ‘sticky and high lifetime value’ customers
The carrier is courting converged customers by “removing friction for consumers” and “constructing plans built around simplicity, transparent value, and convergence,” CEO John Stankey said.
By Matt Vartabedian • Oct. 22, 2026 -
Skyhobo via Getty Images
United’s loyalty strategy leans on Starlink
The airline has “a huge head start” offering high-speed in-flight Wi-Fi, CEO Scott Kirby said. “So a lot of new customers are going to try us.”
By Kristen Doerer • Oct. 21, 2026 -
Dana Andreoli/CX Dive
How Ahold Delhaize USA keeps loyalty programs alive during outages
The grocer's chains are delaying point expirations and using in-store kiosks for personalized savings after their websites and apps became inoperable.
By Peyton Bigora • Oct. 20, 2026 -
Brandon Bell via Getty Images
Southwest overhauls loyalty program, adds premium tier
The airline's Rapid Rewards program has seen massive growth this year. Southwest's latest changes aim to reward members throughout their journey.
By Kristen Doerer • Oct. 16, 2026 -
Daphne Howland/CX Dive
Behind the scenes of DSW’s loyalty program relaunch
The “Rewards at the Ready” revamp emphasizes putting more control in customer’s hands and helps the DSW VIP program stand out from the competition, DSW’s Paige Sheedy said.
By Bryan Wassel • Oct. 14, 2026 -
Mario Tama via Getty Images
Delta’s loyalty and premium push continues to pay off
Customers are spending more within the airline’s loyalty ecosystem, especially on premium products, CEO Ed Bastian said on an earnings call.
By Kristen Doerer • Oct. 9, 2026 -
Courtesy of Southwest
Southwest turns notifications into rewards in loyalty campaign
The promotion comes as the airline has seen enrollment in its rewards program jump 35%.
By Sara Karlovitch • Oct. 8, 2026 -
Catherine Douglas Moran/CX Dive
Grocery trade groups caution FTC on overly broad pricing enforcement
Both FMI and the NGA called for the agency to distinguish between personalized pricing and personalized promotions.
By Catherine Douglas Moran • Oct. 8, 2026 -
Justin Sullivan via Getty Images
Expedia adds slew of loyalty perks including lounge access for flight delays
The online travel platform wanted to make its loyalty program simpler for members while balancing instant perks with rewards for future trips.
By Kristen Doerer • Oct. 7, 2026 -
Getty Images
Consumers favor AI shopping assistants from brands they already use and trust
Companies should be wary of leveraging brand trust when considering the rollout of an AI shopping assistant.
By Matt Vartabedian • Oct. 2, 2026 -
Permission granted by Grubhub
Grubhub tests rewards to boost dine-in traffic in NYC, Chicago
Customers will be able to choose from three personalized weekly rewards to use at partner restaurants and then receive Grubhub credits.
By Aneurin Canham-Clyne • Oct. 1, 2026 -
Mario Tama via Getty Images
Alaska Air will let loyalty members decide how their points accrue
The carrier is giving Atmos Rewards members the ability to customize how they earn points — by distance traveled, price paid or segments flown — to better fit customers’ specific travel needs.
By Kristen Doerer • Sept. 29, 2026 -
Getty Images
As consumers use AI for discovery, brands risk losing their relationship to the customer
Brands spent decades building direct customer relationships. Now, as consumers increasingly use AI tools for product recommendations, they are contending with a new reality.
By Matt Vartabedian • Sept. 25, 2026 -
Joe Raedle / Staff via Getty Images
McDonald’s has big plans for its loyalty program
Changes to MyMcDonald’s will work to increase frequency with existing members, while driving interest from lapsed members through additions like tiers and personalized experiences.
By Bryan Wassel • Sept. 24, 2026 -
Spencer Platt via Getty Images
How brands can combat slipping brand loyalty in the US
While rising prices may lead consumers to switch brands, the building blocks of loyalty are more nuanced and comprehensive.
By Kristen Doerer • Sept. 24, 2026 -
Getty Images
AI features can help retail apps gain and retain home screen real estate
Focused on accessing one-time discounts or promotions, consumers typically delete recently downloaded retail apps. But useful features, including those provided by AI, may help reverse that tendency.
By Matt Vartabedian • Sept. 23, 2026
