Strategy: Page 13
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Thai Phi Le/CX Dive
Discounters are winning as shoppers demand high quality and low prices: report
Chains like Aldi and Walmart are gaining ground with shoppers by stepping up their focus on fresh food and convenience, Boston Consulting Group found.
By Sam Silverstein • June 13, 2024 -
Courtesy of Verizon
A look at Verizon’s individualized approach to customer experiences
Our strategy is “not about the larger Verizon — it’s about the individual customer and the individual interaction,” CCXO Brian Higgins told CX Dive.
By Bryan Wassel • June 12, 2024 -
Explore the Trendline➔
blackCAT via Getty Images
TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Delmaine Donson via Getty Images
Inclusive language can improve the employee experience, report finds
Organizations that don’t prioritize inclusive language in their communications send the message that they don’t prioritize belonging, McLean & Co. said.
By Laurel Kalser • June 11, 2024 -
Justin Sullivan via Getty Images
How retailers can fight theft without hurting customer experience
Locked cases drive potential customers to online alternatives. Helpful associates assist customers while inconveniencing crooks.
By Bryan Wassel • June 10, 2024 -
Cara Salpini/CX Dive
Bath & Body Works loyalty members drove 80% of US sales
Satisfaction is up, too, with the loyalty program boasting a 93% satisfaction rating, according to a recent earnings report.
By Kristen Doerer • June 7, 2024 -
Scott Olson via Getty Images
Sam’s Club looks to members to bolster private label offerings
In a new initiative, the Walmart-owned club retailer is enlisting the help of 50,000 shoppers to help co-create products for its Member’s Mark line.
By Peyton Bigora • June 7, 2024 -
Bryan Wassel/CX Dive
How engaged employees can become evangelists for new tech rollouts
Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.
By Bryan Wassel • June 6, 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 -
blackCAT via Getty Images
OpinionHow leaders can nurture post-purchase experiences for customer loyalty
The customer journey doesn't end when a customer clicks “buy.” What transpires after the transaction can transform customers into brand advocates.
By Leah Leachman • June 5, 2024 -
Anna Moneymaker / Staff via Getty Images
CFPB creates ‘corporate repeat offenders’ registry to track consumer law violations
Nonbank financial institutions facing court orders from federal, state or local agencies must now register with the Consumer Financial Protection Bureau.
By Kristen Doerer • June 4, 2024 -
Courtesy of Stellantis
Stellantis names chief customer experience officer
Olivier Bourges is tasked with making Stellantis the top automaker in customer service as part of the company’s Dare Forward 2030 strategic plan.
By Kalena Thomhave • June 4, 2024 -
Permission granted by Fiserv
‘They feel like they got tricked’: How tipping requests can hurt customer relationships
Consumers are being asked to tip more often and for more services than they were in the past. It’s leaving them with a bad taste in their mouths.
By Lisa Scherzer • June 3, 2024 -
Permission granted by Dollar General
Dollar General to eliminate ‘vast majority’ of self-checkout, reduce new store openings
Despite a 6% Q1 net sales rise and performance that beat analyst expectations, shrink remains a significant headwind, CEO says.
By Nate Delesline III • June 3, 2024 -
Justin Sullivan via Getty Images
Home Depot names EVP of customer experience
Jordan Broggi will take charge of Home Depot’s customer experience initiatives as the retailer courts professional contractors.
By Bryan Wassel • May 31, 2024 -
Joe Raedle via Getty Images
American Airlines chief commercial officer to depart
Vasu Raja is departing the company just months after American Airlines proposed changes to its loyalty program that would limit customers’ ability to earn points.
By Kristen Doerer • May 30, 2024 -
Kevin Dietsch via Getty Images
Southwest allows Google Flights to display fares
The air carrier wants to increase its visibility and broaden its customer base by making it easier to compare fare options across airlines.
By Kristen Doerer • May 28, 2024 -
Instants via Getty Images
Why summer can be a testing ground for holiday season preparedness
Companies can test CX strategies during elevated periods to ensure they’re delivering consistent experiences that work during the busy holiday season.
By Bryan Wassel • May 24, 2024 -
Scott Olson via Getty Images
Airlines’ secret for good CX during record summer travel? Staffing.
Major airlines added crew, mechanics and pilots to their payrolls in an effort to meet travelers expectations and ensure smooth journeys.
By Kristen Doerer • May 23, 2024 -
Spencer Platt via Getty Images
Chase Bank reports record customer satisfaction across channels
Four in 5 primary bank customers said they would recommend Chase, the bank reported in its presentation to investors Monday.
By Kristen Doerer • May 23, 2024 -
Michael M. Santiago via Getty Images
Macy’s shows 5% NPS gains at First 50 stores piloting experience investments
At its First 50 stores, which serve as a testing ground for future efforts, Macy's is emphasizing smart staffing and improved product displays.
By Bryan Wassel • May 22, 2024 -
Scott Olson via Getty Images
How Target bounced back from a major breach with a customer-centric response
The retailer’s efforts to recover from a 2013 data breach demonstrate several effective strategies for rebuilding customer trust.
By Rosalyn Page • May 22, 2024 -
Courtesy of Party City
Party City to reopen 3 stores featuring new format
The locations in Maryland, Florida and New Jersey have new design elements including a “balloon shopping experience” and “birthday worlds.”
By Tatiana Walk-Morris • May 22, 2024 -
Joe Raedle via Getty Images
Spirit, Frontier eliminate change fees to compete with legacy carriers
The budget airlines eliminated change fees in an effort to offer customers greater flexibility and keep up with competition.
By Kristen Doerer • May 21, 2024 -
Retrieved from Chestnut Market.
5 ways retailers can improve the self-checkout experience
Experts from Mashgin, Invenco and other firms recently discussed common issues they see with kiosks and how retailers can address them.
By Brett Dworski • May 21, 2024 -
Joe Raedle via Getty Images
Walmart’s focus on price, shopping experience is resonating with customers
“Profits are growing, customer NPS scores are increasing, and we're running a great operation,” EVP and CFO John David Rainey said on an earnings call.
By Nate Delesline III , Kristen Doerer • May 20, 2024
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