Loyalty Programs

In the U.S., e-commerce sales are projected to reach $1.8 trillion by 2030, according to Forrester. Even then, online will account for just 29 percent of total retail sales, with the remaining 71 percent, around $4.4 trillion, still happening in physical stores. Yet so many loyalty programs are still built around earning points online. Our…

For decades, retailers have competed on points. Earn enough, get a free bag of chips. Swipe enough, unlock a discount on your next visit. The logic was sound: reward loyalty with loyalty. But something has shifted. Consumers are disengaged. Redemption rates are falling. And retailers are spending billions on programs that aren't meaningfully moving the…

Lowe's announced this week it was launching HomeCare+, a $99 in-home maintenance services subscription program exclusively for MyLowe's Rewards loyalty members. HomeCare+ will include seven in-home services for regular home upkeep: electric dryer vent cleaning; HVAC air filter replacement; refrigerator water filter replacement; electric water heater flush; garage door lubrication; smoke and carbon monoxide detector…

Michaels said Monday it is expanding its loyalty program to reward its most loyal customers. The Texas-based company announced a new 9 percent platinum rewards tier for those who spend $1,000 annually. Red members earn 3 percent after joining, and gold members earn 6 percent after spending $300 annually. "These updates reflect Michaels' ongoing commitment…

The $472 billion global retail luxury market faces an interesting tension. Shoppers crave the kind of deeply personal experiences that artificial intelligence makes possible, yet they’re cautious about how much data they share. Once loyalty was all about collecting points or signing up for discounts; now it's something more emotional. People don’t want to be…

Hanna Andersson launched its “Hanna-Me-Downs” peer-to-peer resale marketplace in 2023 to offer parents a sustainable way to exchange pre-loved Hanna pieces and extend the life of durable, stylish clothing. It has since become the No. 1 resold children’s brand in the U.S., reselling more than 160,000 items. In this video interview, Total Retail Editor-in-Chief Joe…

In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan speaks with Len Covello, chief technology officer at Engage People, the only loyalty network that enables program members to pay with points directly at checkout. Listen in as Covello provides an overview of the business and his role (1:00), Engage People's unique pay-with-points capabilities…

The grocery sector is facing a unique convergence of economic pressure, shifting shopping habits, and rapid artificial intelligence adoption. According to Capital One Shopping, 28 percent of American adults now grocery shop online at least once per month. Sales are mirroring this, as U.S. online grocery sales reached $10 billion in July, a 26 percent…

For two decades, Amazon.com has been the gold standard for “effortless shopping.” One-click checkout, simple returns, and friction-free buying built a habit that reshaped consumer expectations. The magic wasn’t just about speed — it was certainty. You knew you could return anything. You knew checkout wouldn’t make you second-guess. Amazon has redefined what shoppers expect…

For years, Black Friday and Cyber Monday (BFCM) have been known for deep discounts and deals. Brands fought to outdo each other with bigger promotions, steeper markdowns, and one-time offers designed to create a frenzy. Shoppers ran to stores and online platforms, treating the weekend as the biggest shopping event of the year. However, the…