All articles tagged with #customer loyalty
Global hotel groups are focusing on customer loyalty strategies to compete against online and AI travel agents, emphasizing the importance of personalized service and loyalty programs amid digital transformation. The article also promotes various subscription plans for Financial Times journalism.
United Airlines is confidently expanding its flight capacity in 2025, outpacing rivals due to strong customer loyalty and superior product offerings, despite industry-wide fare cuts and growth slowdowns. CEO Scott Kirby attributes the success to the airline's focus on quality, network, and technology, and predicts continued resilience and growth as the economy recovers.
McDonald's recent reintroduction of its Snack Wraps after nearly a decade has been highly successful, leading to increased customer traffic, a boost in sales, and strong customer loyalty, with early data indicating the return is well-received and potentially beneficial for the company's sales recovery.
Verizon is offering a seemingly legitimate promotion where select loyal customers can upgrade to a free iPhone 16 without trade-in or plan changes, as a token of appreciation, though details and conditions are still unclear.
Carnival Cruise Line has overhauled its loyalty program, replacing lifetime status with a spend-based system requiring tens of thousands of dollars every two years, risking alienating loyal customers by shifting from emotional to transactional loyalty and potentially damaging long-term brand affinity.
Southwest Airlines' decision to start charging for checked bags, ending its 'bags fly free' tradition, risks damaging customer trust and loyalty by violating key consumer psychology principles like loss aversion, brand consistency, and anchoring, potentially leading to significant long-term brand and market share losses despite short-term revenue gains.
Southwest Airlines is ending its longstanding 'two bags fly free' policy starting Wednesday, a move driven by revenue pressures and industry trends, with exemptions for loyalty members and high-tier fares; the airline is also introducing new fare types and seat assignment options, while maintaining carry-on policies and upgrading its fleet to handle increased luggage.
AT&T experienced its second prolonged outage this year, causing customer frustration and raising concerns about the company's reliability. Experts criticize AT&T's response and communication, warning that repeated issues could erode customer loyalty. The outage affected major cities and even impacted some Verizon users. AT&T claims 911 calls were not disrupted, despite some local alerts suggesting otherwise. The company faces pressure to restore trust after consecutive outages and a recent data breach.
Chewy is expected to report growth in both sales and earnings for the third quarter of fiscal 2023, driven by its e-commerce channels, product assortments, and innovation efforts. The company has been making technology upgrades to its website and online platforms to drive online sales, while higher product demand and customer engagement have contributed to its results. However, Chewy's performance may have been impacted by a tough macroeconomic environment and inflationary pressures. The company's earnings beat is uncertain according to the Zacks model.
A new report by CIRP shows that 15% of new iPhone customers in the US between March 2022 and 2023 had switched from Android, while only 4% of Android users had switched to iPhone during the same period. The report also found that iPhone/iOS had a 94% rate of existing customers choosing to stick with Apple for their next smartphone, compared to Android's 91%.
Best Buy is doubling down on its membership program, which will have three tiers, including a lower-priced option that offers perks like exclusive discounts and access to hot products. The consumer electronics retailer is looking for ways to make money and drive customer loyalty as it deals with a drop in demand due to consumers buying fewer discretionary items. The company expects revenue to range between $43.8 billion and $45.2 billion this fiscal year, representing a drop from the year-earlier period but an increase from before the pandemic. Best Buy's shares have fallen about 10% so far this year.
Giant Eagle's interim CEO, Laura Shapira Karet, is focused on winning back former customers and improving customer loyalty. Karet plans to invest in technology and innovation to enhance the shopping experience and differentiate Giant Eagle from other retail and grocery stores. She also aims to prioritize employee satisfaction and engagement to create a positive work environment.