American Airlines is making changes to its AAdvantage loyalty program, but not all passengers are onboard with the revamp. The revamp was announced last week and will begin rolling out as early as Aug. 1.   Under the current system, members...Read More

Companies are quickly coming around to the idea that customer loyalty will be key to success in coming years. According to a Forrester study, 81% of marketing decision makers place customer loyalty as a top priority for improvement. The challenge,...Read More

If there’s one thing drivers agree on, it’s that even a small improvement to the fueling experience can go a long way. This was the thinking from Shell, which announced Thursday that it reached an agreement with JPMorgan Chase to...Read More

Nearly all executives would agree that user experience is among the most important factors in building a strong following for any brand. What is less clear, however, is how exactly that role is defined within an organization.   This was the...Read More

Mobile pay is becoming one of the top trends in customer experience, and the latest brand to jump into the fray is QSR leader KFC, owned by Yum! Brands. The chain will accept the three market giants in the mobile wallet space: Apple Pay, Android...Read More

Fans of Penn Station East Coast Subs and its signature sandwiches, fries, and lemonade have reason to celebrate, as the company launched its new app last week, complete with a full-featured loyalty program.   Facing an increasingly mobile...Read More

Investment firms often operate on a results-oriented basis, with the idea that customers will simply go wherever makes them the most money, regardless of the customer experience. Today’s investor, however, is looking for more than a purely...Read More

When it comes to insurance carriers, Temkin Group recognizes that customer experience is of the utmost importance. In light of this philosophy, the market research company recently recognized top CX providers in the industry. According to the...Read More

It can almost be said that NFL teams require no introduction; the league has permeated American life so completely that the annual Super Bowl broadcast routinely breaks television viewership records. In providing unique fan experiences, teams are...Read More

In a recent earnings call, Nordstrom officials noted that the organization was looking to expand its loyalty program, but declined to go further into the specific changes. That was until Thursday, however, when the fine apparel retailer announced...Read More