Loyalty
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FG Trade via Getty Images
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 -
Jacob Wackerhausen via Getty Images
Why wait times and first call resolution are key to customer loyalty
Customers are more satisfied with their contact center interactions, but bad experiences can risk their loyalty, Qualtrics XM Institute found.
By Kristen Doerer • Dec. 10, 2024 -
patty_c via Getty Images
Ulta Beauty’s loyalty program hits 44.4M members
Loyalty member growth, improved digital CX and in-store events aided growth at the beauty retailer, CEO Dave Kimbell said.
By Bryan Wassel • Dec. 6, 2024 -
Leon Neal via Getty Images
Loyalty program partnerships are gaining popularity. Here’s why.
Coalition loyalty programs can help brands access new markets, cross promote and increase brand exposure. But implementation is challenging.
By Michael Brady • Dec. 2, 2024 -
Spencer Platt via Getty Images
Lowe’s courts pros while leveraging loyalty to engage DIY shoppers
Investments in the pro experience helped drive sales with contractors. The retailer aims to retain homeowners while the DIY market recovers.
By Bryan Wassel • Nov. 20, 2024 -
Courtesy of Church's Chicken
Why Church’s launched a loyalty program for its value-seeking customers
Church’s Texas Chicken is one of a growing number of companies that have launched or revamped loyalty programs with a focus on sourcing more value for members.
By Michael Brady • Nov. 18, 2024 -
Permission granted by Sweetgreen
Sweetgreen to launch points-based loyalty program
The chain is shifting its approach after customers found its tiered program, which includes a free and paid subscription, was too complicated.
By Julie Littman • Nov. 12, 2024 -
Carl Court via Getty Images
Airbnb credits app upgrades, supply quality for bookings and NPS growth
The company cut 300,000 listings from its platform that didn’t meet customer expectations and introduced Guest Favorites in an effort to drive quality.
By Kristen Doerer • Nov. 11, 2024 -
Nate Delesline III/CX Dive
Lowe’s bulks up loyalty benefits with personalized tools and advice
The tool, which includes articles and videos on common repair tasks, is aimed at improving the post-purchase experience for DIY homeowners.
By Bryan Wassel • Nov. 6, 2024 -
Anchiy via Getty Images
David’s Bridal turns brides into influencers through its loyalty program
The wedding retailer brings in customer feedback to design a loyalty program that doesn’t just build relationships with brides, but guests, too.
By Bryan Wassel • Nov. 6, 2024 -
Courtesy of Paytronix
Paytronix acquired by The Access Group
The deal will expand the offerings available through Paytronix’s platform and help accelerate its growth, executives said.
By Jessica Loder • Nov. 4, 2024 -
Brandon Bell via Getty Images
Shake Shack to launch loyalty program in 2025
A rewards program will be a long-term sales driver, but it will not likely impact 2025 performance at the fast casual chain.
By Aneurin Canham-Clyne • Nov. 1, 2024 -
Courtesy of Ben Shaul/The Vitamin Shoppe
How The Vitamin Shoppe builds flexible customer experiences
The retailer upgraded its point-of-sale system to add flexibility for shoppers and associates, from redeeming loyalty points to curating customer journeys.
By Bryan Wassel • Oct. 30, 2024 -
Justin Sullivan via Getty Images
3 ways Denny’s is boosting the digital guest experience
The chain continues to invest in virtual brands and direct and third-party ordering and will revise its loyalty program to build its digital customer base.
By Julie Littman • Oct. 29, 2024 -
Hispanolistic via Getty Images
Are chief customer officers really driving CX improvements?
The role brings a dedicated focus on customer experience, but it needs CEO buy-in and organization-wide involvement to get results.
By Rosalyn Page • Oct. 29, 2024 -
Scott Olson via Getty Images
American has a plan to win back business, premium customers
The airline is slowly building back its business revenue as it looks to offer corporate customers more premium experiences.
By Kristen Doerer • Oct. 24, 2024 -
Courtesy of JCPenney
JCPenney’s holiday playbook: Deals, in-store experiences and Martha Stewart
The embattled department store is leaning into its already successful “Really Big Deal Reveals” campaign and bringing back a nostalgic giveaway.
By Jessica Deyo • Oct. 18, 2024 -
Courtesy of Save A Lot
Save A Lot launches first-ever loyalty program
Shoppers can redeem points for free products and access deals through the mobile app while individual stores can customize the app with local offers.
By Peyton Bigora • Oct. 17, 2024 -
Jessica McGowan / Stringer via Getty Images
How retailers can foster loyalty for Black Friday and beyond
Half of U.S. consumers say they will remain loyal to the brands they buy from on Black Friday, a SAP Emarsys survey found.
By Kristen Doerer • Oct. 15, 2024 -
Retrieved from Kroger.
Kroger gives its membership program a streaming boost
The grocery company now lets Kroger Plus members choose between a Disney+, Hulu or ESPN+ subscription.
By Catherine Douglas Moran • Oct. 14, 2024 -
pixdeluxe via Getty Images
Why customer success is central to growth
More than ever, delivering on customer success hinges on understanding the goals and challenges of customers.
By Rosalyn Page • Sept. 23, 2024 -
Brandon Bell via Getty Images
How employee experience drives customer experience
Frontline employees are the stewards of brand service. But are companies doing enough to support them?
By Kristen Doerer • Aug. 2, 2024 -
Piranka via Getty Images
Does your company need a customer advisory board?
If managed well, CABs provide a direct connection to customers for valuable feedback and can serve as a forum for testing product ideas and offerings.
By Rosalyn Page • June 20, 2024 -
Courtesy of Pegasystems
How Pegasystems overhauled customer support using its generative AI tool
Implementing "Support Buddy" has helped the company see a 65% reduction in tickets that customer support teams have to address, CIO David Vidoni said.
By Rosalyn Page • June 17, 2024 -
Courtesy of HubSpot
HubSpot nixes chief customer officer role following executive departure
HubSpot will not fill the space left by the departure of Rob Giglio, but its sales, marketing and customer success heads will now have a direct line to the CEO.
By Bryan Wassel • April 19, 2024
