Customer Retention

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…

Retailers have spent the last decade racing toward speed. Faster checkouts. Faster deliveries. Automated personalization. Shoppers want it, and retailers have been more than happy to oblige. For years, that speed helped build loyalty. Brands could keep up with consumer expectations while rewarding customers with convenience they could count on. But it’s no longer enough:…

The 2025 holiday season may be behind us, but the pressures that shaped it like persistent inflation, cautious consumer sentiment, and shifting expectations are carrying directly into the summer 2026 retail season. According to the National Retail Federation, consumers remain value-conscious, with spending growth expected to be modest as households continue to prioritize essentials and…

In the brick-and-mortar retail landscape, businesses often operate with a significant blind spot: they don't truly know their customers. While digital loyalty programs can yield match rates of up to 30 percent, in-store rates tell a different story. In-person retail identification often lingers in the single digits, leaving the vast majority of in-store shoppers categorized…

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…

The most important moment in retail no longer happens in a store aisle or even on a single promotional day. It happens across screens, in notifications, in checkout flows, and in the quiet spaces between purchases. As e-commerce and digital-first journeys become the default, the traditional retail calendar has begun to lose its grip. There…

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…

Target will launch Target Circle Deal Days, a three-day promotional event scheduled for March 25-27, as the retailer looks to stimulate spring spending while strengthening engagement with its loyalty ecosystem, reports Yahoo Finance. The sale will feature discounts up to 50 percent off thousands of items across categories including apparel, home, beauty and more across…

For decades, retailers have invested heavily in owning the customer relationship. Loyalty programs, first-party data, and personalization engines were all designed to ensure brands, not intermediaries, understand their customers best. That foundation is now at risk of slipping away as artificial intelligence-powered platforms increasingly take over the shopping experience. As consumers increasingly discover and purchase…

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…