Inside Lowe’s loyalty program revamp

The retailer spoke to DIY and pro customers to draw insights from their behavior, allowing the unique needs of both customer bases to shine through, Lowe’s head of customer marketing and loyalty said.

Global trust in digital services falls as consumer data privacy concerns grow

Consumers are skeptical of how brands use their data, and they’re willing to abandon brands if their trust is broken, a Thales survey found.

Kroger cuts jobs at 84.51°

The layoffs at the grocer’s retail analytics subsidiary reflect an effort by the company to “focus on the key priorities that power our go-to-market strategy,” a spokesperson said.

Ulta reexamines in-store basics after losing beauty market share

The company is revamping its leadership and investing in store and digital CX strategies to help it keep up with an evolving beauty landscape.

Bath & Body Works introduces new store design

Gingham+ features an updated layout, tech and larger aisles as the company caters more to the Gen Z demographic. 

Most consumers wouldn’t let AI make purchases on their behalf, study finds

Shoppers still find AI useful for personalized product recommendations and discovery, according to an Omnisend survey.

Tariffs trigger ‘horrific’ plunge in consumer sentiment

Expectations for long-term inflation also soared as tariffs and other Trump administration policies stirred anxiety about a resurgence in price pressures, according to a University of Michigan survey.

Google Shopping gets smarter with a suite of AI tools

Customers can now virtually try on multiple makeup products at once based on beauty trends and draw inspiration from generated AI images.

Kroger launches e-commerce business unit

Yael Cosset will head the new team charged with online customer experience as EVP and chief digital officer, the grocer announced last week.

Bank credit card experiences fall short, risking loyalty

Among younger generations, three-quarters are currently indifferent or outright dissatisfied with their card experience, Capgemini Research Institute found.

Dollar General turns to experience to further boost sales

The off-price retailer aims to grow its momentum with friendly in-store experiences and expanded same-day delivery.

Brian Niccol’s 6-month update on Starbucks turnaround plan

The coffee chain’s CEO said investments in store experience are ramping up, but union members say the brand isn’t spending enough on hourly workers.

Stitch Fix credits CX improvements for better-than-expected earnings

The online retailer has slowed the loss of customers and sees customer experience initiatives as the path back to revenue growth.

Dick’s Sporting Goods builds on store success with employee investments

The retailer aims to expand on its experiential store success through increased use of RFID tags and a greater emphasis on associate training.

McDonald’s creates ‘restaurant experience’ team to sharpen menu innovation

The Golden Arches’ new team replaces its customer experience unit and includes three cohorts dedicated to chicken, beef and beverage/dessert.

Kohl’s turns to simpler, reliable experiences to improve its fortunes

Complex coupons, poor cross-channel experiences and the elimination of jewelry spaces have weighed on the retailer’s core experience — and sales.

Southwest ditches two free checked bags policy

The airline said it would also make it harder to earn Rapid Rewards points, set expiration dates on flight credits, and eliminate free changes on basic fares.

How Dick’s Sporting Goods is mastering the omnichannel game

The retailer has found success by shifting from a speed-at-all-costs strategy to one that prioritizes predictability for customers.

Top airports create environment ‘where passengers feel valued’

As customer expectations continue to rise, airports are under pressure to innovate and enhance their offerings.

Retailers are pushing payment modernization as customers ask for more

A KPMG survey found that a majority of retailers plan to keep updating their payment programs to keep up with consumer tech demands.

Macy’s revamped stores shine as it sheds underperforming locations

The retailer’s reimagined stores illustrate that “when we invest in the customer experience, we can grow sales,” CEO Tony Spring said during an earnings call.

Gross bathroom? It can cost your customer experience

Dirty restrooms, out-of-stock paper towels, and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.

Amazon adds new grocery tools to Alexa

Alexa+ can order groceries from Amazon Fresh and Whole Foods Market, track purchase history, and remember recipes and dietary preferences.

Best Buy prioritizes omnichannel experience, returns to sales growth

The electronics retailer credited investments in personalization, stores and personnel for better-than-expected sales growth in its latest quarter.

Tariffs are spooking consumers

As the tariffs take effect and inflation looms, businesses are working to retain consumers who are looking to cut back.