Chipotle overhauls rewards system

More free items, greater redemption flexibility and an in-store campaign to boost enrollment could help the fast casual giant grow its rewards base.

By Aneurin Canham-Clyne • April 13, 2026

Where points succeed, and fail, in the loyalty program equation

Points can provide reasons for customers to engage with a business while offering the company levers it can pull to adjust consumer behavior.

By Bryan Wassel • April 13, 2026

Why points-based loyalty programs aren’t cutting it anymore

Segment leaders like Starbucks are instead using AI-targeted messaging, aspirational experiences and gamification to nudge consumers from one-time visitors to lifetime fans, Paytronix says.

By Aneurin Canham-Clyne • April 9, 2026

AT&T customers will be able to skip the line on Fanatics’ loyalty tiers

AT&T customers can join the loyalty program at a higher tier, and the wireless carrier will become an official partner of Fanatics’ annual fan festival.

By Bryan Wassel • April 8, 2026

PNC adds rewards program

Perks include enhanced credit card rewards, cash rewards on some lending services and higher savings rates, the Pittsburgh-based super-regional said.

By Caitlin Mullen • April 8, 2026

JetBlue deepens premium push with paid subscription for its loyalty program

TrueBlue Subscriptions is divided into three tiers with monthly and annual payment options, and offers monthly loyalty points in addition to other perks.

By Bryan Wassel • April 6, 2026

Why loyalty programs can’t afford to overlook aging consumers

As the U.S. population ages, programs designed for younger shoppers risk alienating their most stable and valuable customers, experts say.

By Michael Brady • April 1, 2026

Hotel guests prioritize trust, loyalty rewards over cost

Value is increasingly determined by more than just cost, as travelers prioritize dependable stays and tangible loyalty recognition, according to a new Choice Hotels survey.

By Jenna Graber • March 31, 2026

Why TruGreen’s CFO champions customer experience

When the lawn care provider faced a retention rate lower than competitors, it looked to customer experience to drive profitable growth. 

By Kristen Doerer • March 25, 2026

Why REI treats CX as a critical business function

The outdoor retailer is focused on doubling down on its differentiators, REI’s Clay Walton-House said. That means investing in its elevated services and member experience.

By Kristen Doerer • March 24, 2026

Lowe’s launches subscription service for in-home maintenance

For $99 annually, HomeCare+ subscribers can have two in-home visits a year, spanning services like electric dryer vent cleaning and electric water heater flush.

By Howard Ruben • March 23, 2026

Customers check returns policies before they buy, study finds

Generous returns policies can win over new customers, while the opposite can cost businesses customers’ trust, recent surveys found.

By Bryan Wassel • March 20, 2026

Surveillance pricing threatens consumer trust and loyalty

“If people feel like the price is based on ‘who I am’ instead of what the product actually costs, that feels really icky,” Experience Investigator’s Jeannie Walters said.

By Michael Brady • March 20, 2026

El Pollo Loco adds big experiences to loyalty program

Personalized offers, bonus rewards and access to menu items and events, like the 2026 Major League Soccer All-Star Game, could boost engagement.

By Aneurin Canham-Clyne • March 19, 2026

Knowledgable customers show more brand loyalty, study finds

“Uncertainty can be aversive,” one researcher said. Brands can boost loyalty by helping consumers gain confidence in their product knowledge, according to a study published in the Journal of Marketing Research.

By Michael Brady • March 16, 2026

Dollar General to introduce new store format, pilot subscription program

The discount retailer's efforts are meant to enhance customer experience and drive discretionary spend.

By Dani James • March 13, 2026

Back to CX Basics: What makes for a great loyalty program?

Consumers only use about five loyalty programs on average, and they are looking for options that offer simplicity, speed and relevance.

By Bryan Wassel • March 11, 2026

Victoria’s Secret & Co. ends Adore Me subscription offering

The intimates company also initiated a strategic review of the personal styling service DailyLook, which it acquired through the Adore Me transaction.

By Dani James • March 6, 2026

Financially squeezed consumers forego brand loyalty in search of value

Brands that consistently communicate their value and emphasize convenience are best positioned to maintain loyalty, EY-Parthenon found.

By Kristen Doerer • March 5, 2026

Apple, Google wallets get personal

Beyond payments, the digital wallet is a platform for commerce with software startup Badge trying to help brands expand their wallet presence.

By Justin Bachman • March 4, 2026

Target plans $1B investment in the guest experience for 2026

“It's about doing the work to build connections with new guests, deepen relationships with existing guests, and earn back trust,” CEO Michael Fiddelke said.

By Bryan Wassel • March 3, 2026

Southwest continues ‘refining’ assigned seating

Southwest says it's taking customer feedback to heart and is improving the boarding experience with better balanced boarding groups, more overhead bins and designated bin space for extra legroom reservations.

By Kristen Doerer • March 3, 2026

TD aims to retain its branch ‘essence’ amid brand refresh

As the bank leans into digital banking, it wants to meet evolving consumer expectations, deepen relationships and retain customers.

By Caitlin Mullen • March 3, 2026

Michaels revamps loyalty program with an eye on top-spending customers

The craft retailer is revamping its tiers, adding another rewards level for its most loyal — and spendy — customers.

By Bryan Wassel • March 2, 2026

Papa Johns plans CX upgrades following corporate cuts

The pizza chain will enhance its app with an AI-powered food ordering agent in the coming quarter, CEO Todd Penegor said.

By Bryan Wassel • Feb. 26, 2026