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

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

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

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

Bank of America rolls out tiered, no-fee rewards program

Despite the success of its current rewards program, Bank of America saw an opportunity to modernize the program and expand its reach to all its customers.

By Kristen Doerer • Feb. 18, 2026

Wakefern overhauls legacy loyalty system

The East Coast grocery co-op is working with Eagle Eye to provide flexibility in how its banners provide points and rewards to loyalty members.

By Catherine Douglas Moran • Feb. 18, 2026

Stagnating US customer satisfaction is a ‘warning sign’

“We're seeing more customers feeling like they don't really have a choice,” the ACSI’s Forrest Morgeson said.

By Kristen Doerer • Feb. 18, 2026

Lyft CEO: ‘Customer obsession is what drives our profitable growth’

The company retained a record number of riders in the quarter, and active riders grew 18% year over year.

By Kristen Doerer • Feb. 13, 2026

McDonald’s positions loyalty app at the center of its tech ambitions

Active loyalty members are the “single most important digital metric” for McDonald’s, EVP and CFO Ian Borden said.

By Bryan Wassel • Feb. 13, 2026

This Valentine’s Day, look at your brand’s red flags and green flags

What engenders love for a company, and what breaks a customer-brand relationship?

By Kristen Doerer • Feb. 13, 2026

RaceTrac joins wave of loyalty updates

The retailer is revamping its existing tiered rewards setup through a partnership with AI-powered loyalty solutions company Capillary Technologies.

By Jessica Loder • Feb. 10, 2026

Customers reward ‘relevance, not repetition’

Just over half of consumers say they have switched to a competitor because they’ve been bombarded with too many messages, according to an Optimove survey.

By Kristen Doerer • Feb. 10, 2026

Lowe’s adds kids workshops to its loyalty program

The home improvement retailer is building out its MyLowe’s Rewards program with “great member-only moments,” SVP of Digital Commerce Joe Cano said.

By Bryan Wassel • Feb. 5, 2026

Chipotle plans to relaunch its loyalty program in the spring, CEO says

The updated loyalty program will target in-restaurant customers and remove friction from the checkout experience, CEO Scott Boatwright said.

By Bryan Wassel • Feb. 4, 2026