The Latest

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  Traffic, out-of-stocks contribute to falling store CX during peak times

  Retail customer satisfaction reaches its low point between 6 and 8 p.m. daily, but smart staffing throughout the day can elevate the experience, according to HappyOrNot.

  Strategy

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  FTC lawsuit: Uber made it too hard to cancel Uber One subscriptions

  Uber contests the allegations, which include claims the delivery platform signed consumers up without their consent and charged them too early, according to a complaint filed Monday.

  Technology

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  Verizon plans AI-driven experiences as it fights customer churn

  The wireless network provider reported higher levels of customer churn in the first quarter following price hikes. Executives see AI-driven customer experiences as part of the solution.

  Customer Service

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  Most consumers will pay 25% more for their favorite brands, survey finds

  Positive customer experiences, consistent product quality and long-term brand familiarity drive greater loyalty, a UserTesting study found.

  Loyalty

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  Consumers want swift customer service no matter the channel

  Most customers expect a response within an hour, but for some it’s as quick as five minutes.

  Customer Service

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  Wegmans’ elevated shopping experience goes digital

  The East Coast grocer recently launched a “new and improved” website and mobile app with enhanced personalization. Here’s a closer look.

  Technology

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  How KFC’s customer listening program helps it nail the first experience

  The program is designed to collect data from a range of sources, disseminate findings across the company and coordinate teams to solve customer pain points, KFC COO Rob Swain said.

  Strategy

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  What troubles shoppers when searching online

  Creating clear product landing pages that turn customer concerns into searchable content are key to help shoppers find what they’re looking for.

  Strategy

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  JetBlue names VPs of airport experience and loyalty

  The carrier named Daniel Blake VP of airports experience and Edward Pouthier VP of loyalty and personalization.

  Loyalty

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  Generational needs in apparel CX can be met by common store design principles

  Organization, speed and navigation are near-universal ingredients for good in-store experiences, no matter the shopper's age.

  Strategy

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  Scooter’s Coffee switches to points-based loyalty

  The new program is designed to expand the range of products available for redemption and boost ordering through the chain’s digital channels.

  Loyalty

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  Albertsons credits app experience, loyalty for digital sales boost

  Loyalty membership grew 15% year over year for the second quarter in a row, while digital sales grew 24% year over year.

  Strategy

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  United CEO shares strategic vision to build loyalty and boost revenue

  “United’s performance is strong even in this weak environment because we’ve won the battle for brand loyal customers,” CEO Scott Kirby said.

  Loyalty

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  Credit unions outperform retail banks in customer satisfaction

  Credit unions typically offer better interest rates and lower fees than retail banks, making them attractive to consumers amid high prices, according to J.D. Power.

  Strategy

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  American Airlines looks to enhance in-flight experience with complimentary Wi-Fi

  The airline will offer free Wi-Fi exclusively to AAdvantage loyalty program members on about 90% of its fleet by 2026.

  Loyalty

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  Hotel loyalty membership surged in 2024: CBRE

  Increased loyalty member counts are driving hotel occupancy, though the growth presents challenges such as rising costs, according to an April report.

  Loyalty

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  Tillster: 61% of users want more restaurant kiosks

  Diners are becoming more comfortable with kiosks since they can review their orders for accuracy, per a report.

  Strategy

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  Rent the Runway rethinks customer service approach

  Shifting to more proactive service, the team now spends 14% of its time calling customers to build loyalty, according to CEO Jennifer Hyman.

  Strategy

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  Online shopping brings convenience but lacks joy

  Brands have many ways to make e-commerce more exciting, but they should avoid adding fluff, according to Info-Tech Research Group’s Julie Geller.

  Personalization

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  JPMorgan Chase, Wells Fargo: US consumers remain resilient

  Even as consumer sentiment plunges, spending data shows resilience, JPMorgan Chase says.

  Strategy

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  Deep Dive

  How third-party conversational AI could upend customer service

  Experts expect conversational assistants to take on the burden of making customer service queries for customers, but this creates new challenges for CX leaders.

  AI & Automation

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  Consumer sentiment plummets, inflation expectations soar amid trade war

  “There’s been a sharp decline in consumer sentiment, and business sentiment measures have weakened too,” New York Federal Reserve Bank President John Williams said.

  Strategy

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  Consumers say product discovery is key to better shopping experiences, survey finds

  Smart page layouts and product summaries are just some of the steps that can help improve the discovery process.

  Strategy

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  How JCPenney’s new brand positioning is subverting consumer expectations

  Out-of-home ads that feature QR codes but not labels want consumers asking “It’s from where?” as the retailer pushes to modernize and promote value. 

  Strategy

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  Customers want easier search experiences

  Brands that fail to offer seamless discovery experiences may cause customer frustration and dissatisfaction, Gartner’s Noam Dorros said.

  Technology

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