Southwest hits milestone with its rewards program

More than a year after drastic changes to its offerings, Southwest says its strong engagement proves customers met them with open arms. Revenue is following.

By Kristen Doerer • July 24, 2026

Verizon continues to fight churn with CX investments

“We've been investing in every part of that end-to-end customer journey, from the in-store experience to our digital channels, to our billing, to our customer service,” CEO Dan Schulman said.

By Bryan Wassel • July 24, 2026

T-Mobile’s NPS is a strength, but customer acquisition slows

The company’s NPS of 46 is a “record high” for a major wireless carrier, CEO Srini Gopalan said. However, it is grappling with slower postpaid net account additions.

By Bryan Wassel • July 23, 2026

Alaska Air sees NPS fly high following service system rollout

The single passenger service system streamlines booking, check‑in, loyalty programs, airport operations and employee support, further integrating Hawaiian Airlines.

By Kristen Doerer • July 22, 2026

How Bank of America’s rewards program courts Gen Z

The bank’s redesigned loyalty program, which made it easier to become a member, added more than 3 million customers in the seven weeks since launch.

By Kristen Doerer • July 21, 2026

Data transparency is a tool to win back customer loyalty

Three in five consumers say they are more loyal to brands that clearly explain their privacy practices, a Sogolytics survey found.

By Bryan Wassel • July 21, 2026

Financial perks are the top draw of travel loyalty, but they don’t create stickiness

Successful loyalty models back up their discount-focused program with a combination of experience and convenience that is hard for other brands to replicate.

By Bryan Wassel • July 17, 2026

United Airlines CEO: ‘Brand loyalty wins’

Amid rising fuel prices, United is staying focused on serving its customers and proving the resilience of its brand loyalty strategy, CEO Scott Kirby said.

By Kristen Doerer • July 16, 2026

Consumers say rewards matter, but many aren’t actually using them

In the crowded loyalty landscape, a successful program goes beyond growing enrollment to actually influencing customers’ shopping behavior.

By Bryan Wassel • July 15, 2026

Delta’s simplified rebooking, AI assistant boost NPS

The airline's loyalty program and premium offerings produced strong financial results, while investments in CX reinforced its competitive advantage, executives said.

By Bryan Wassel • July 10, 2026

OpenTable introduces hard-to-book tables to its loyalty program

The restaurant-reservation service company’s new experiential benefit may help it move beyond transactional benefits.

By Bryan Wassel • Updated July 10, 2026

Loyalty programs are powerful drivers of repeat visits amid economic uncertainty

More than half of shoppers say they are more likely to sign up for a program during economic uncertainty, LoyaltyLion found. 

By Kristen Doerer • July 8, 2026

Home Depot adds 7-Eleven, Jimmy John’s as pro loyalty partners

Every quarter the retailer will refresh its pro loyalty partnership offers, which span four lifestyle and business categories.

By Bryan Wassel • July 7, 2026

Dick’s adds paid loyalty tier for $99 a year

Benefits for ScoreCard+ members include $100 in rewards each year in increments of $25 per quarter.

By Cara Salpini • July 2, 2026

Why United Airlines is teaming up with Lyft on loyalty

The partnership demonstrates a key aspect of successful collaborations: Both sides get something specific from the deal, and neither has to worry about the other stealing its customers.

By Michael Brady • July 2, 2026

For luxury, the in-store experience still reigns

Some luxury maisons are getting the online experience right, EY's Rachel Daydou said. The key is creating this experience for items that are not available in store.

By Kristen Doerer • July 1, 2026

J.C. Penney, Aéropostale link loyalty programs to cross-pollinate customer bases

Customers who shop at both retailers can earn points to redeem at either one. Both companies are part of the Catalyst Brands portfolio.

By Tatiana Walk-Morris • June 30, 2026

Kroger lets shoppers redeem loyalty points for grocery savings

The retailer, which will continue to allow customers to use points to defray the cost of gasoline, is making rewards redemption more flexible as it focuses on value under its new CEO.

By Sam Silverstein • June 26, 2026

Lidl US prepares to roll out new loyalty program

The Lidl Plus rewards program will allow shoppers to earn points redeemable for free products, access personalized coupons and trigger “member exclusive” pricing at checkout.

By Sam Silverstein • June 18, 2026

Stitch Fix’s efforts to cultivate active clients pay off

In the third quarter, the company posted higher retention rates and its first active client growth since 2021.

By Daphne Howland • June 12, 2026

Reliable deliveries keep customers coming back, Macy’s and Ulta execs say

"It’s when you’re not reliable is when we’re going to lose our customers, and that’s what we see," Macy’s Vinny Pagliuca said.

By Max Garland • June 12, 2026

The World Cup scores companies new subscribers. Retaining them is another problem entirely.

Fans from around the world are signing up for streaming platforms to watch the World Cup. But turning short-term subscribers into loyal customers is no easy feat.

By Kristen Doerer • June 12, 2026

Loyalty is not a discount engine. It is a trust engine.

Customers are still willing to engage in loyalty programs, but only if the value exchange is obvious, relevant and trustworthy.

By Halle Stern • June 11, 2026

Don’t confuse loyalty program engagement for lasting allegiance

“Enrollment is a behavior,” AnswerLab CEO Megan Malli said. “Loyalty is a relationship. Most brands are measuring one and assuming they're earning the other.”

By Kristen Doerer • June 8, 2026

Why marketers must rethink loyalty as AI reshapes consumer connections

New research from Gale finds over half of consumers are comfortable filtering their brand communications entirely through AI. 

By Peter Adams • June 5, 2026