Diners are becoming less loyal: Tillster

Leading brands in the restaurant sector could face greater competition from c-stores and grocery chains.

By Aneurin Canham-Clyne • April 23, 2026

United CEO: Customer devotion offsets qualms about rising costs

The airline's “decade-long strategy to build a great brand loyal airline that is obsessively focused on making travel easier and better for all customers is the winning strategy,” Scott Kirby said.

By Kristen Doerer • April 23, 2026

Pizza Hut shifts loyalty program toward experience and exclusivity

The pizza giant is adding merchandise drops, digital games and experiential rewards to boost consumer engagement.

By Aneurin Canham-Clyne • April 22, 2026

Alaska Air relies on loyalty, premium to weather jet fuel prices

Loyalty and related revenue increased 10% year over year, and active membership in Atmos increased 13% year over year. 

By Kristen Doerer • April 21, 2026

Why The Fresh Market revamped its loyalty program after just 4 years

The grocer’s refreshed rewards program and first native app are part of an effort to extend its in-store guest hospitality to its digital touch points, its chief marketing officer said.

By Catherine Douglas Moran • April 20, 2026

A look at how Chipotle’s loyalty relaunch could affect customer behavior

Value is a major component of the loyalty revamp, and the approach could drive in-restaurant traffic and help the company win over less frequent customers.

By Bryan Wassel • April 20, 2026

Southwest to strengthen loyalty program, digital experience with fresh leadership

Nandika Suri is charged with expanding loyalty membership and deepening engagement, while Sabrina Callahan will pursue a seamless, customer-centric digital experience.

By Kristen Doerer • April 16, 2026

Marriott Bonvoy, Visa team up on FIFA World Cup loyalty campaign

As sports tourism surges, the pair will offer exclusive access to matches and other experiential rewards to Marriott loyalty members who also have Visa cards.

By Jenna Graber • April 16, 2026

Chipotle overhauls rewards system

More free items, greater redemption flexibility and an in-store campaign to boost enrollment could help the fast casual giant grow its rewards base.

By Aneurin Canham-Clyne • April 13, 2026

Where points succeed, and fail, in the loyalty program equation

Points can provide reasons for customers to engage with a business while offering the company levers it can pull to adjust consumer behavior.

By Bryan Wassel • April 13, 2026

Why points-based loyalty programs aren’t cutting it anymore

Segment leaders like Starbucks are instead using AI-targeted messaging, aspirational experiences and gamification to nudge consumers from one-time visitors to lifetime fans, Paytronix says.

By Aneurin Canham-Clyne • April 9, 2026

AT&T customers will be able to skip the line on Fanatics’ loyalty tiers

AT&T customers can join the loyalty program at a higher tier, and the wireless carrier will become an official partner of Fanatics’ annual fan festival.

By Bryan Wassel • April 8, 2026

PNC adds rewards program

Perks include enhanced credit card rewards, cash rewards on some lending services and higher savings rates, the Pittsburgh-based super-regional said.

By Caitlin Mullen • April 8, 2026

JetBlue deepens premium push with paid subscription for its loyalty program

TrueBlue Subscriptions is divided into three tiers with monthly and annual payment options, and offers monthly loyalty points in addition to other perks.

By Bryan Wassel • April 6, 2026

Why loyalty programs can’t afford to overlook aging consumers

As the U.S. population ages, programs designed for younger shoppers risk alienating their most stable and valuable customers, experts say.

By Michael Brady • April 1, 2026

Hotel guests prioritize trust, loyalty rewards over cost

Value is increasingly determined by more than just cost, as travelers prioritize dependable stays and tangible loyalty recognition, according to a new Choice Hotels survey.

By Jenna Graber • March 31, 2026

Why TruGreen’s CFO champions customer experience

When the lawn care provider faced a retention rate lower than competitors, it looked to customer experience to drive profitable growth. 

By Kristen Doerer • March 25, 2026

Why REI treats CX as a critical business function

The outdoor retailer is focused on doubling down on its differentiators, REI’s Clay Walton-House said. That means investing in its elevated services and member experience.

By Kristen Doerer • March 24, 2026

Lowe’s launches subscription service for in-home maintenance

For $99 annually, HomeCare+ subscribers can have two in-home visits a year, spanning services like electric dryer vent cleaning and electric water heater flush.

By Howard Ruben • March 23, 2026

Customers check returns policies before they buy, study finds

Generous returns policies can win over new customers, while the opposite can cost businesses customers’ trust, recent surveys found.

By Bryan Wassel • March 20, 2026

Surveillance pricing threatens consumer trust and loyalty

“If people feel like the price is based on ‘who I am’ instead of what the product actually costs, that feels really icky,” Experience Investigator’s Jeannie Walters said.

By Michael Brady • March 20, 2026

El Pollo Loco adds big experiences to loyalty program

Personalized offers, bonus rewards and access to menu items and events, like the 2026 Major League Soccer All-Star Game, could boost engagement.

By Aneurin Canham-Clyne • March 19, 2026

Knowledgable customers show more brand loyalty, study finds

“Uncertainty can be aversive,” one researcher said. Brands can boost loyalty by helping consumers gain confidence in their product knowledge, according to a study published in the Journal of Marketing Research.

By Michael Brady • March 16, 2026

Dollar General to introduce new store format, pilot subscription program

The discount retailer's efforts are meant to enhance customer experience and drive discretionary spend.

By Dani James • March 13, 2026

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