Loyalty

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    Spencer Platt via Getty Images
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    Tariffs threaten to erode brand loyalty, Wunderkind survey finds

    If prices rise, nearly 2 in 5 consumers will shop for the best deals, even if that means going elsewhere.

    By • May 1, 2025
  • Travelers with their bags stand in front of a JetBlue sign that reads "Ready to jet?"
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    Jeenah Moon via Getty Images
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    JetBlue touts customer satisfaction as travel demand slows

    Like other airlines, JetBlue is leaning on premium offerings and its loyalty program as consumers pull back on travel.

    By • April 29, 2025
  • Travelers walk past a sign pointing toward the Uber rideshare vehicle pickup area at Los Angeles International Airport.
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    Mario Tama / Staff via Getty Images
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    Uber becomes Delta’s latest loyalty program partner

    SkyMiles members earn one mile per eligible dollar spent on UberX rides to and from airports, among other benefits.

    By • April 28, 2025
  • A passenger walks in an airport terminal. An American Airlines plane can be seen through the window.
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    Scott Olson via Getty Images
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    American Airlines touts loyalty wins as revenue growth stagnates

    Despite weaker travel demand in the main cabin, the carrier, like Delta Air Lines and United Airlines, pointed to its loyalty program and premium offerings as strengths.

    By • April 25, 2025
  • A person with white wired headphones and a white bag stands outside a clothing store.
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    Daphne Howland/CX Dive
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    Most consumers will pay 25% more for their favorite brands, survey finds

    Positive customer experiences, consistent product quality and long-term brand familiarity drive greater loyalty, a UserTesting study found.

    By Michael Brady • April 22, 2025
  • A traveler stands at a check-in kiosk with luggage in front of a sign that reads "JetBlue."
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    Scott Olson via Getty Images
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    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 • April 18, 2025
  • A banner image for Scooter's Coffee's loyalty program.
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    Courtesy of Scooter's Coffee
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    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
  • A United Airlines employee helps two passengers check in for their flight.
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    Scott Olson via Getty Images
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    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 • April 17, 2025
  • A woman checks into a hotel at the front desk.
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    PixelsEffect via Getty Images
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    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
  • The outside of an Albertsons grocery store
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    Ethan Miller via Getty Images
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    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 • April 16, 2025
  • A child watches an American Airlines plane take off with trees visible outside of Los Angeles International Airport
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    Mario Tama via Getty Images
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    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 • April 16, 2025
  • A hand holds a smartphone with the screen showing different rewards available from Sweetgreen's rewards program.
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    Permission granted by Sweetgreen
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    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
  • Business travelers walk through hotel lobby carrying luggage.
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    Kobus Louw via Getty Images
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    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 • April 2, 2025
  • A person holds a smartphone showing the Starbucks app
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    Courtesy of Starbucks
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    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 • March 31, 2025
  • Two people walk past a Chase bank ATM.
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    Michael M. Santiago via Getty Images
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    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 • March 28, 2025
  • A Cumberland Farms store in Colorado
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    Courtesy of EG Group
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    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
  • A screenshot of Instacart's app.
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    Courtesy of Instacart
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    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
  • People with luggage enter an airport below a Frontier sign.
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    Scott Olson via Getty Images
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    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 • March 20, 2025
  • A traveler walks past a Southwest Airlines airplane as it taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Kevin Dietsch via Getty Images
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    Deep Dive

    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 • Updated March 19, 2025
  • Kroger storefront
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    Courtesy of Kroger
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    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
  • A Lowe's storefront with the company's blue and white signage
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    Nate Delesline III/CX Dive
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    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 • March 19, 2025
  • A traveler walks by check-in at Southwest with a bag.
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    Scott Olson via Getty Images
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    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 • March 11, 2025
  • Billowy clouds in a blue sky above a storefront.
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    Daphne Howland/CX Dive
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    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 • March 7, 2025
  • An evening shot of a building with white and red coloring and signage that says "Portillo's."
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    Courtesy of Portillo's
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    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
  • A Target storefront with the company's signature red color scheme and bullseye logo
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    Courtesy of Target
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    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 • March 5, 2025