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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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