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

Will Gap’s new loyalty program meet the moment?

Special perks are not enough anymore, especially for a brand attempting to regain a place in the cultural conversation.

By Daphne Howland • Feb. 25, 2026

Raley’s newest loyalty initiative automatically delivers discounts

The new program benefit applies discounts at checkout when shoppers enter their phone number, saving them from clipping coupons.

By Peyton Bigora • Feb. 25, 2026

United Airlines changes loyalty program with ‘carrot, stick’ approach

MileagePlus members who don’t carry a United credit card will earn fewer miles, but the airline will reward credit card loyalty members with more miles and more discounts.

By Kristen Doerer • Feb. 25, 2026

Domino’s loyalty program fuels carryout growth

“We stated before that our objectives with the loyalty program was definitely to cater much more to the carryout customer and also to attract light users,” CEO Russell Weiner said.

By Bryan Wassel • Feb. 23, 2026

Subway updates Sub Club loyalty program shortly after relaunch

On April 1, the company will allow members to earn a $2 reward for every 400 points accumulated, but it is removing its free footlong offer.

By Julie Littman • Feb. 23, 2026

Loyal customers think brands place more value on new shoppers, survey finds

Customers want brands to recognize them as loyal customers, and they’re looking for more than discounts or rewards, according to EY’s Patricia Camden.

By Bryan Wassel • Feb. 20, 2026