Customer Retention

Anyone who operates a loyalty program knows that they’re designed to influence buying behavior ...  human buying behavior. A customer remembers their points balance, activates an offer, and checks the app before checkout. That model is showing its age. Artificial intelligence agents are actively making real purchase decisions on behalf of consumers, both within the…

Memorial Day has long served as one of retail's most reliable revenue weekends, a moment when showrooms fill up, floor traffic spikes, and big-ticket purchases finally get made. This year, however, the familiar playbook faces some unfamiliar pressure. The conflict in the Middle East has raised the cost of energy and has people concerned about…

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…