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

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