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

How Patagonia’s repairs program drives loyalty and customer advocacy

Patagonia’s repair program is just one example of how the outdoor apparel brand has aligned its customer experience with its core values.

By Michael Brady • Feb. 24, 2025

Most bank customers believe experience is as important as products, survey finds

Nearly 9 in 10 customers believe experience is as or more important as their bank’s product or service offerings, according to a FICO survey.

By Kristen Doerer • Feb. 19, 2025

Lowe’s simplifies its professional contractor loyalty program

The revamped MyLowe’s Pro Rewards is designed to make it easier for professionals to earn and redeem rewards.

By Bryan Wassel • Feb. 18, 2025

Frontier says its premium offerings are driving revenue growth

By providing higher-end options at lower price points, the airline sees an opportunity to meet its customers’ desires for more luxurious experiences.

By Kristen Doerer • Feb. 12, 2025

McDonald’s looks to loyalty to recapture traffic after disappointing quarter

Strong sales from the McDonald’s rewards program couldn’t offset the negative impact of an E. coli outbreak.

By Bryan Wassel • Feb. 10, 2025

More than 90% of grocery shoppers are omnichannel

A majority of U.S. households are engaged in some form of omnichannel shopping, and app improvements can capitalize on the opportunity, according to a recent FMI and NielsenIQ report.

By Peyton Bigora • Feb. 6, 2025

Tractor Supply taps into loyalty to drive cross-banner success

The Neighbor's Club loyalty program attracted record levels of new customers in 2024, reaching more than 38 million members in total.

By Bryan Wassel • Feb. 4, 2025

Starbucks invests in employees, order fulfillment to drive customer experience

The company is rethinking its drink creation processes to speed up throughput, while investing in staff to help them create better experiences.

By Bryan Wassel • Jan. 29, 2025

Gen Z still prefers in-person shopping

The generation prioritizes buying beauty and luxury goods in person, placing a premium on the physical shopping experience, research from Adyen shows.

By Xanayra Marin-Lopez • Jan. 28, 2025

How Yogurtland’s shift to digital powered 3 years of growth

After adding online ordering and remaking its loyalty program and app, the chain has had double-digit same-store sales growth and strong new unit expansion.

By Julie Littman • Jan. 24, 2025

American Airlines boasts record loyalty enrollments in 2024

The airline’s loyalty program members account for three-quarters of its premium cabin revenue, which was up 8% in Q4 2024. 

By Bryan Wassel • Jan. 24, 2025

Ulta Beauty has big plans for its personalization efforts in 2025

The company’s strategy includes putting a customer-centric lens on operations and investing in methods that can drive customer lifetime value.

By Bryan Wassel • Jan. 15, 2025

Baskin-Robbins’ new loyalty program aims to balance simplicity and variety

Baskin-Robbins Rewards, which launched in December, aims to make it easy for customers to earn rewards while offering a variety of redemption options.

By Bryan Wassel • Updated Jan. 14, 2025

Delta touts loyalty program, premium services in revenue gains

The airline boosted its bottom line by courting customers seeking upscale experiences.

By Kristen Doerer • Jan. 10, 2025

7-Eleven dangles $5k daily prize to boost loyalty spending

As c-store retailers struggle with loyalty participation, the Texas-based company is taking on a new approach to engage rewards members.

By Brett Dworski • Jan. 10, 2025

Albertsons boasts 15% loyalty member growth

The grocery company topped 44.3 million loyalty members during the quarter after simplifying how customers can earn and redeem points in April.

By Bryan Wassel • Jan. 9, 2025

5 customer experience trends to watch in 2025

Falling loyalty, isolated customer experience practices and score obsession will shape the year ahead.

By Kristen Doerer , Bryan Wassel • Jan. 8, 2025

Travel loyalty program usage has stagnated since 2021: report

Hotel loyalty programs, specifically, are worse at drawing repeat guests than airline loyalty programs, according to Morning Consult.

By Noelle Mateer • Jan. 6, 2025

Domino’s CMO on how Emergency Pizzas meet consumers where they are

Kate Trumbull and Matt Talbot, co-founder of the brand’s AOR WorkInProgress, explain how last year’s marketing efforts set up the chain for 2025.

By Chris Kelly • Jan. 3, 2025

Brand loyalty is down from 2022 levels, study finds

While price considerations were the top reason for formerly loyal customers leaving a brand, bad experiences weren’t far behind, according to an SAP Emarsys survey.

By Bryan Wassel • Dec. 18, 2024