JetBlue names VPs of airport experience and loyalty

The carrier named Daniel Blake VP of airports experience and Edward Pouthier VP of loyalty and personalization.

By Kristen Doerer • April 18, 2025

Scooter’s Coffee switches to points-based loyalty

The new program is designed to expand the range of products available for redemption and boost ordering through the chain’s digital channels.

By Aneurin Canham-Clyne • April 17, 2025

United CEO shares strategic vision to build loyalty and boost revenue

“United’s performance is strong even in this weak environment because we’ve won the battle for brand loyal customers,” CEO Scott Kirby said.

By Kristen Doerer • April 17, 2025

Hotel loyalty membership surged in 2024: CBRE

Increased loyalty member counts are driving hotel occupancy, though the growth presents challenges such as rising costs, according to an April report.

By Jenna Graber • April 17, 2025

Albertsons credits app experience, loyalty for digital sales boost

Loyalty membership grew 15% year over year for the second quarter in a row, while digital sales grew 24% year over year.

By Bryan Wassel • April 16, 2025

American Airlines looks to enhance in-flight experience with complimentary Wi-Fi

The airline will offer free Wi-Fi exclusively to AAdvantage loyalty program members on about 90% of its fleet by 2026.

By Kristen Doerer • April 16, 2025

Sweetgreen abandons tiered loyalty for points-based program

Executives previously predicted the loyalty program would be a traffic driver, as the salad chain faces a competitive fast casual environment.

By Aneurin Canham-Clyne • April 8, 2025

Travel perks can spice up loyalty, but customers still seek financial benefits

About half of consumers are extremely or very likely to use loyalty programs that offer travel options, according to an arrivia survey.

By Bryan Wassel • April 2, 2025

Retailers fight customer churn with loyalty programs

Two-thirds of retailers offer loyalty programs, Salesforce found. Rewards play a powerful role in retaining customers, especially as prices rise.

By Kristen Doerer • March 31, 2025

Banks offer more customer support, boosting satisfaction

Despite economic anxiety, customers’ satisfaction with their banks is strong — and growing stronger, J.D. Power found.

By Kristen Doerer • March 28, 2025

EG America overhauls loyalty program

The retailer's SmartRewards platform now includes several personalized features aimed at creating a more intuitive shopping experience.

By Brett Dworski • March 28, 2025

Instacart adds tools to address out-of-stocks

The company said its new offerings will help provide a real-time understanding of what’s on store shelves.

By Catherine Douglas Moran • March 27, 2025

Frontier Airlines makes a play for customers upset by Southwest’s bag policy

“We’ve always had heart. Some airlines are walking away from what travelers love, but we’re running towards it,” CEO Barry Biffle said.

By Kristen Doerer • March 20, 2025

Can Southwest make investors and its most loyal customers happy?

The airline has enjoyed unusual brand loyalty. But under activist pressure to shore up profits, Southwest is gambling with what customers love most.

By Kristen Doerer • Updated March 19, 2025

Kroger cuts jobs at 84.51°

The layoffs at the grocer’s retail analytics subsidiary reflect an effort by the company to “focus on the key priorities that power our go-to-market strategy,” a spokesperson said.

By Sam Silverstein • March 19, 2025

Inside Lowe’s loyalty program revamp

The retailer spoke to DIY and pro customers to draw insights from their behavior, allowing the unique needs of both customer bases to shine through, Lowe’s head of customer marketing and loyalty said.

By Bryan Wassel • March 19, 2025

Southwest ditches two free checked bags policy

The airline said it would also make it harder to earn Rapid Rewards points, set expiration dates on flight credits, and eliminate free changes on basic fares.

By Kristen Doerer • March 11, 2025

Best Buy prioritizes omnichannel experience, returns to sales growth

The electronics retailer credited investments in personalization, stores and personnel for better-than-expected sales growth in its latest quarter.

By Bryan Wassel • March 7, 2025

Portillo’s launches loyalty without an app

The hot dog chain hopes its loyalty program, based in digital wallets, can offer personalized options for guests and businesses without causing app fatigue.

By Aneurin Canham-Clyne • March 6, 2025

Target aims to triple its paid loyalty program membership in three years

The company added 13 million members to its loyalty programs in 2024. It plans to enhance its paid program with monthly gifts and exclusive deals to help it grow.

By Bryan Wassel • March 5, 2025

How DSW’s CMO is overhauling the brand for a new age of retail

Sarah Crockett detailed her approach to rehabilitating the brand while keeping its most loyal customers.

By Chris Kelly • March 5, 2025

Bath & Body Works’ loyalty shines as it aims for a return to sales growth

Loyalty, marketing and technology are central to the specialty retailer’s plan to boost sales.

By Bryan Wassel • Feb. 28, 2025

Lowe’s boasts growth in DIY loyalty, pro sales

The retailer's investments in its online service, including the in-store pickup experience, paid off with higher customer satisfaction scores.

By Bryan Wassel • Feb. 26, 2025

Domino’s targets long-term growth with loyalty, website and app upgrades

Loyalty membership reached 35.7 million at the end of 2024, and the restaurant chain will launch a revamped website and app in 2025 to boost growth.

By Bryan Wassel • Feb. 24, 2025

Sprouts readies for chainwide launch of first loyalty program

After testing the program last year, the grocer will begin a phased rollout in Q3, CEO Jack Sinclair told investors.

By Peyton Bigora • Feb. 24, 2025