Southwest expects loyalty program benefits from switch to assigned seating

The airline completed its shift from open to assigned seating Tuesday, which creates the opportunity to offer loyalty members extra benefits, such as choosing a seat or checking bags for free.

By Bryan Wassel • Jan. 29, 2026

Starbucks Rewards moves to a tiered structure

The chain is not changing the core points-for-dollar mechanism behind its Rewards system, but some consumers will earn points more quickly.

By Aneurin Canham-Clyne • Jan. 29, 2026

3 c-stores pushing the envelope in loyalty innovation

Gas N’ Wash, Weigel’s and 7-Eleven are taking the traditional tools of a loyalty program and creating something bigger.

By Jessica Loder • Jan. 28, 2026

Panera pilots points-based rewards program

The fast-casual chain will test its latest iteration of MyPanera at 216 cafes across various markets, with a plan for a nationwide rollout later this year.

By Julie Littman • Jan. 23, 2026

United reports record monthly NPS in November despite flight disruptions

The high NPS score despite industrywide turbulence following the government shutdown “is a testament to our customer focus,” President Brett Hart said during an earnings call.

By Bryan Wassel • Jan. 21, 2026

Why 2 companies build loyalty as quickly as possible

Customers don’t just expect basic personalization, but tailored experiences from the moment they arrive, leaders from Fabletics and Sweetwater Sound said at NRF.

By Bryan Wassel • Jan. 15, 2026

Customers want flexible commitment, value from subscriptions

Nearly 2 in 5 consumers prefer pausing over canceling, “proof that control and choice keep subscribers loyal,” Recurly found.

By Kristen Doerer • Jan. 15, 2026

Taco Bell aims for memorable, not frictionless, experiences

Fast, easy experiences are part of good CX, but they aren’t the most important ingredient, Taco Bell’s Dane Mathews said at NRF.

By Bryan Wassel • Jan. 14, 2026

Delta posts loyalty gains as premium revenue soars

Total loyalty revenue grew 6% year over year, and premium revenue rose 7% year over year as the carrier recorded $5 billion in pre-tax profit.

By Kristen Doerer • Jan. 14, 2026

American Airlines rolls out free Wi-Fi to loyalty members

“The race to reliable Wi-Fi has now turned into a race for free Wi-Fi for the major legacy carriers,” Going travel expert Katy Nastro said.

By Kristen Doerer • Jan. 8, 2026

When consumers are financially stressed, they look for reliability

Only about half of consumers are financially secure, the Qualtrics XM Institute found. Those feeling insecure are more risk-averse and less tolerant of friction.

By Kristen Doerer • Jan. 8, 2026

Refuel refreshes loyalty program

The South Carolina-based retailer’s updated rewards platform includes increased fuel discounts and more personalized offers for customers.

By Jessica Loder • Jan. 8, 2026

Kroger launches new discount program

People enrolled in SNAP, WIC, Medicaid or other similar programs can get a 20% discount on produce and half off the cost of the grocer’s Boost membership program.

By Peyton Bigora • Jan. 6, 2026

Instacart to pay $60M in settlement of FTC lawsuit

The agency alleged that the company misled consumers over delivery promotion fees, made it hard to initiate refunds and did not fully disclose Instacart+ membership trial terms.

By Catherine Douglas Moran • Dec. 22, 2025

American Airlines will no longer award loyalty points to basic economy flyers

The move comes as American’s main cabin revenue has faltered in recent quarters, while premium revenue has grown.

By Kristen Doerer • Dec. 19, 2025

Why points-based loyalty programs will rule 2026

Rising prices are taking a heavy toll on customer loyalty, putting the flexible discounts of points-based programs in the spotlight, experts say.

By Bryan Wassel • Dec. 17, 2025

Is surveillance pricing ripping off loyal customers?

If customers thought “that loyalty data were being consumed for that purpose, they would opt out of loyalty,” said Brierley loyalty consultant Don Smith.

By S.L. Fuller • Dec. 16, 2025

Hilton sets sail on loyalty growth with Explora Journeys partnership

The tie-up is part of the new Hilton Honors Adventures immersive loyalty program extension and will allow members to earn and redeem points on luxury ocean travel.

By Jenna Graber • Dec. 12, 2025

Chewy CEO touts trio of ‘flywheel’ offerings as loyalty grows

Chewy’s subscription, paid membership program and vet services compound retention and sales growth.

By Kristen Doerer • Dec. 11, 2025

Subway resurrects Sub Club after 20 years

Consumers who buy three footlong sandwiches earn a fourth one free, offering a major discount for value-conscious customers. 

By Aneurin Canham-Clyne • Dec. 5, 2025

The key to hotel guest loyalty? Flexibility and value.

Choice Hotels VP of Loyalty Nandika Suri shares how evolving traveler demand shaped the hotel company’s latest loyalty program enhancements.

By Jenna Graber • Dec. 2, 2025

Starbucks anticipates Gen Z Thanksgiving traffic surge as it revamps its experience

The chain has spent the past year working to make its on-premise experience more enticing for consumers, and Gen Z is a prime customer cohort with its affinity for coffeehouse experiences.

By Aneurin Canham-Clyne • Nov. 26, 2025

7-Eleven adds alcohol cash back deals

The offers are available at more than 10,000 locations nationwide through a partnership with retail technology platform Swiftly.

By Jessica Loder • Nov. 25, 2025

Why Papa Murphy’s rebuilt its loyalty program around a single rule

“Every pizza earns points,” Papa Murphy’s Jason Focht said. “It's easy to understand, easy to message and easy to execute across all of our channels, including web, apps and in-store.”

By Bryan Wassel • Nov. 17, 2025

Albertsons continues to bolster loyalty offerings

All of the grocer’s loyalty program members can now get extended free trials of Uber One, giving them access to free delivery, cashback and more discounts.

By Peyton Bigora • Nov. 14, 2025