Consumer pessimism eases amid cooling in U.S.-China tariff war

The share of consumers expecting a recession over the next 12 months fell in May, the Conference Board said.

By Jim Tyson • May 30, 2025

How emotional attachment can boost brand advocacy and retention

Seven in 10 consumers will choose a brand because they expect the experience will be good, an Ipsos report found.

By Kristen Doerer • May 29, 2025

Explore the Trendline➔

Loyalty

In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.

By CX Dive staff

Dick’s Sporting Goods plans aggressive omnichannel experience investments

The athletics retailer, riding on the success of its strong store experience, wants to use e-commerce to capture additional market share.

By Bryan Wassel • May 28, 2025

David’s Bridal unveils Diamonds & Pearls store concept

The "store of the future" is a high-touch, tech-powered boutique and features exclusive products, a modern setting and an integration with Shopify.

By Tatiana Walk-Morris • May 28, 2025

When it comes to premium experiences, customers will pay up

It’s not just airlines. A majority of consumers are willing to spend more for a better rideshare experience, streaming service and even customer support, Qualtrics XM Institute finds.

By Kristen Doerer • May 27, 2025

BJ’s Wholesale Club is willing to sacrifice margin for digital convenience

Store-based fulfillment options cost the warehouse club money, but loyalty improvements more than make up the difference, according to CEO Bob Eddy.

By Bryan Wassel • May 22, 2025

Urban Outfitters’ in-store experiential concept targets Gen Z — starting with Nike

The apparel retailer debuted the On Rotation concept as a way to fuel discovery shaped by the generation’s favorite brands. 

By Kaarin Moore • May 22, 2025

Lowe’s looks to pro loyalty program to drive higher spend

The retailer’s investments in AI advisers and loyalty programs are part of its efforts to accelerate sales growth among pro customers and digital.

By Kristen Doerer • May 22, 2025

Experience wins can’t save Target from a disappointing quarter

Digital sales were up, driven by its breadth of fulfillment options, but Target couldn’t offset traffic and basket size declines.

By Bryan Wassel • May 21, 2025

Inflation expected to surge to 7.3% in a year, fueled by tariff worry

Consumer sentiment has slumped this year even as recent “hard data” reveal stable prices and robust hiring.

By Jim Tyson • May 20, 2025

Customer satisfaction levels out as experts await tariff impacts

Customer satisfaction, which measures attitudes tied to recent purchases, dipped in the first quarter, but could be further disrupted by tariffs.

By Kristen Doerer • May 19, 2025

How brands use emotional intelligence for stronger customer relationships

Businesses that successfully implement EQ create deeper, more meaningful customer connections and measurable gains in customer experience metrics.

By Rosalyn Page • May 19, 2025

Walmart stakes its claim on convenience as tariffs loom

The retailer is turning to speedy delivery and good in-store experiences to bolster its value proposition ahead of price increases.

By Bryan Wassel • May 16, 2025

FTC delays enforcement of ‘click-to-cancel’ rule

The commission voted 3-0 to delay enforcement until mid-July to ensure companies had ample time to comply.

By Kristen Doerer • May 13, 2025

How the FTC’s junk fees rule sets a standard for hotel pricing nationwide

The latest standard to encourage transparent pricing goes into effect Monday. It could set a baseline for more regulation to follow.

By Noelle Mateer • May 12, 2025

Why Lyft’s CEO regularly spends time as a driver

Lyft CEO David Risher often picks up riders and speaks with drivers to see where the experience may be falling short.

By Bryan Wassel • May 8, 2025

One year later, Target calls express self-checkout a success

The retailer’s self-checkout limits led to shorter transaction times, higher NPS and more customers choosing staffed registers.

By Bryan Wassel • May 7, 2025

Frontier focuses on its value proposition as leisure travel tapers off

The budget carrier is cutting flights during off-peak days and emphasizing its bundled offerings.

By Kristen Doerer • May 7, 2025

How grocers can meet Gen Z’s digital expectations

This generation’s needs should serve as the playbook for creating omnichannel capabilities that highlight value and authenticity while bettering the in-store experience, sources said.

By Peyton Bigora • May 6, 2025

How negative reviews can actually improve customer satisfaction

Negative reviews can harm a brand’s reputation, but research shows there are benefits, too, especially when a company responds effectively.

By Michael Brady • Updated May 7, 2025

What a White House-Amazon kerfuffle says about tariffs, prices and talking to customers

Amazon says it decided against telling shoppers how new duties affect prices, a plan the White House slammed as “hostile and political.” But is it a good idea? Yes and no.

By Daphne Howland • May 2, 2025

Should companies tie NPS scores to employee bonuses?

Businesses that peg net promoter scores to pay say it elevates customer experience mandates. But experts warn that without proper guardrails, the metric's reliability is at stake.

By Bryan Wassel • April 30, 2025

JetBlue touts customer satisfaction as travel demand slows

Like other airlines, JetBlue is leaning on premium offerings and its loyalty program as consumers pull back on travel.

By Kristen Doerer • April 29, 2025

Consumer expectations plunge at fastest pace since 1990 recession

“Some measures of expectations on both the business and consumer fronts look outright recessionary,” Goldman Sachs Chief Economist Jan Hatzius said.

By Jim Tyson • April 29, 2025

Satisfaction with government services faces headwinds in 2025

While the metric has been increasing, there is still a sizable gap between government and other industries, Qualtrics found.

By Kristen Doerer • April 29, 2025