Personalization: Page 2
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Good loyalty programs drive word-of-mouth recommendations
Most customers will recommend brands with good loyalty programs, but few pass the test and make members feel recognized, a recent study found.
By Bryan Wassel • Aug. 6, 2024 -
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Google granted cookies a stay of execution. Is it still time to move on?
“The Google announcement removes a sense of urgency for a lot of brands, but in my opinion, they're burying their heads in the sand,” Forrester’s Stephanie Liu said.
By Bryan Wassel • July 29, 2024 -
Explore the Trendline➔
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TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
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Customers enjoy social media shopping despite overwhelming ads
More customers are using social media to find products, buy items and contact customer service, a Medallia survey found.
By Kristen Doerer • July 18, 2024 -
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Bank of America credits customer service for consumer banking growth
“Our emphasis on personalized financial solutions and superior customer service has strengthened customer loyalty, attracted new clients across all our businesses,” CEO Brian Moynihan said Tuesday.
By Kristen Doerer • July 16, 2024 -
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Nearly all leaders feel unprepared for third-party cookie phaseout, study finds
Companies should review their personalization practices ahead of the phaseout and future-proof their strategies, according to Research Group's Thomas Randall.
By Bryan Wassel • July 15, 2024 -
Courtesy of Kroger
Kroger steps up drive to promote value for customers
The retailer will offer shoppers extra savings opportunities, free items and cut-rate access to its Boost membership program for two weeks.
By Sam Silverstein • July 9, 2024 -
Retrieved from Placer.ai on June 27, 2024
Albertsons, Fresh Thyme execs talk grocery consumers’ changing behaviors
Where shoppers are fulfilling their meal needs “looks really, really different than it did a few years ago,” Lisa Kinney of Albertsons said during a virtual event.
By Sam Silverstein • June 28, 2024 -
Spencer Platt / Staff via Getty Images
Citi tops list of bank customer satisfaction for financial advice
Advice is a key component of customer experience at financial institutions, but banks have room to improve, according to J.D. Power.
By Kristen Doerer • June 28, 2024 -
Cara Salpini/CX Dive
Customers want rewards and exclusive perks from loyalty programs, survey finds
Consumers want the ability to earn rewards points towards discounts, bonuses or exclusive merchandise, according to a Snappy survey.
By Kristen Doerer • June 27, 2024 -
Courtesy of Walmart
Walmart opens access to off-site customer journey insights for suppliers
With Digital Landscapes, Walmart is looking to help suppliers answer questions about customer journeys beyond the retailer’s website and app.
By Chris Kelly • June 17, 2024 -
Sam Silverstein/CX Dive
How pricing intersects with CX
Not all businesses consider pricing a function of customer experience. But one typically impacts the other.
By S.L. Fuller • June 13, 2024 -
Courtesy of Stitch Fix
Amid ongoing declines, Stitch Fix pilots customer experience improvements for summer launch
A core group of customers is keeping and spending more per box, suggesting that the company is on the right track, analysts said.
By Daphne Howland • June 6, 2024 -
Courtesy of Timeshifter
Hotel Tech-in: The app helping guests beat jet lag
InterContinental Hotels & Resorts has tapped Timeshifter, which uses science to help travelers navigate time differences, to improve the guest experience.
By Noelle Mateer • June 5, 2024 -
Justin Sullivan via Getty Images
PayPal readies advertising platform rooted in reams of transaction data
The new offering in the expanding media network market will be led by Mark Grether, who helped grow Uber Advertising into a $1 billion business.
By Chris Kelly • May 31, 2024 -
Justin Sullivan / Staff via Getty Images
OpinionWhy CX leaders shouldn’t wait for Google to phase out cookies
Google delayed the deprecation of cookies yet again last month, but CX leaders can take steps now toward privacy-first user experiences.
By Thomas Wyatt • May 28, 2024 -
Daphne Howland/CX Dive
Best Buy updates mobile app with personalization, discovery features
The electronics retailer is adding elements like Shop with Videos, Best Buy Drops and other additions to promote its products.
By Tatiana Walk-Morris • May 17, 2024 -
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Online shopping takes excessive effort for many customers, study finds
Most customers feel like online purchasing decisions take too much effort despite companies’ recent emphasis on personalization, Accenture found.
By Bryan Wassel • May 10, 2024 -
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Wendy’s credits loyalty program, mobile app investments for customer growth
“The experience we deliver to our customers is the most impactful driver of our business,” CEO Kirk Tanner said.
By Bryan Wassel • May 7, 2024 -
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McDonald’s credits speed, personalization for high satisfaction
The fast food chain is attracting customers with customized messaging and cementing their loyalty with fast and consistent service.
By Bryan Wassel • May 2, 2024 -
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IHG taps Salesforce’s CRM to standardize customer data profiles
By unifying its customer profiles across 19 brands, the hotel chain said it can offer customers more tailored experiences.
By Bryan Wassel • April 29, 2024 -
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Effective or creepy? How to offer personalization while maintaining trust
Customers enjoy personalization, “but only when they feel like the main purpose of it is to improve their experience,” one expert told CX Dive.
By S.L. Fuller • April 29, 2024 -
Courtesy of Krispy Kreme
Krispy Kreme switching to points-based loyalty program
Loyalty members will earn 10 points for every dollar spent starting April 23 as the chain shifts away from a consistent 8.3% discount rate on rewards.
By Aneurin Canham-Clyne • April 18, 2024 -
Courtesy of Perfect Corp.
Perfect Corp. releases AI hair-identifying tool for personalization
The company said the tech lets brands and retailers provide personalized advice online and in-store.
By Xanayra Marin-Lopez • April 16, 2024 -
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Companies overestimate how well they know customers, consumers say
A majority of business leaders say personalized engagement is an important priority, but many only apply it to sales-driven experiences.
By Bryan Wassel • April 11, 2024 -
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Only 1 in 5 consumers trust self-service for support, report finds
Even with the lack of confidence, most contact center leaders believe personalization from generative AI may be key to building consumer trust.
By Bryan Wassel • April 8, 2024
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