Strategy: Page 14
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Are organizations providing accessible digital experiences?
Research shows businesses are missing an opportunity to embed accessibility in the design process, which can result in better products and reduce costs.
By Kristen Doerer • May 16, 2024 -
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Supreme Court upholds CFPB’s funding structure
The 7-2 ruling puts an end to a case that threatened the Consumer Financial Protection Bureau’s existence.
By Dan Ennis • May 16, 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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Airlines sue to block DOT ‘junk fees’ rule
While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.
By Kristen Doerer • May 14, 2024 -
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OpinionWhy digital product passports are tailor-made for CX
While DPPs are part of the European Union’s larger plan to increase sustainable manufacturing practices, they also offer retailers a massive opportunity to engage with customers.
By Lars Rensing • May 14, 2024 -
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Why CX penalties hit organizations long after a cyber incident
“Even though there’s a high possibility that brand value can go down after a major incident, having reputational capital with customers helps them forgive the business,” an expert told CX Dive.
By Rosalyn Page • May 13, 2024 -
Permission granted by James Pothen
CFPB, DOT take aim at airline rewards
The two agencies raised concerns that airlines and card companies could arbitrarily devalue points accrued in their joint rewards programs, amounting to a bait-and-switch for customers.
By James Pothen • May 10, 2024 -
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California bans hidden fees starting July 1
The state will require businesses to include all mandatory fees in listed prices, making it harder for restaurants to impose service charges.
By Aneurin Canham-Clyne • May 10, 2024 -
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Southwest, Delta lead among airlines for customer satisfaction
Substantial investments in staff last year separated the two top-performing carriers from other airlines, according to J.D. Power.
By Kristen Doerer • May 9, 2024 -
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How Aflac built a customer-centric business culture
Placing customers at the center of everything they do is paramount for the insurance company, whether it’s simple transactional interactions or more complex claim assistance.
By Rosalyn Page • May 9, 2024 -
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The Gen Z traveler has landed: Here’s what the numbers say
Consumer expectations are evolving as many seek out opportunities to make up for time lost during the pandemic, per a recent PMG report.
By Sara Karlovitch • May 9, 2024 -
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Southwest adds loyalty member benefits, expands point-spending flexibility
The carrier now allows enrolled customers use a combination of points and cash to book flights as well as hotel stays.
By Kristen Doerer • May 8, 2024 -
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Starbucks needs to focus on experience, not transactions, former CEO says
Howard Schultz called on the coffee chain's executives to “spend more time with those who wear the green apron” and to better understand customer needs.
By Bryan Wassel • May 6, 2024 -
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Why survey begging leads to unreliable data — and what to do instead
“People want to be heard,” one expert told CX Dive. “You don't necessarily need to incentivize them.”
By S.L. Fuller • May 6, 2024 -
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Ford invests in dealer education to improve customer experience
With Ford University, the automaker is banking on highly informed dealers to serve as guides to customers throughout the buying process.
By Kristen Doerer • May 3, 2024 -
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Airline staffing and customer satisfaction reach new highs. It’s no coincidence.
“Three of the four factors of why airlines are doing well have to do with employees,” a Deloitte Digital analyst said.
By Kristen Doerer • May 2, 2024 -
Courtesy of Domino's
Domino’s Q1 US sales driven by loyalty, promotions
Domestic comps rose 5.6%, the highest increase since 2021, due to rewards member growth, successful marketing campaigns and improved operations.
By Julie Littman • May 1, 2024 -
Daphne Howland/CX Dive
J. Jill to elevate customer service in some stores
The retailer’s multifaceted “One Wardrobe. No Limits” effort is based on research revealing women’s frustration with the clothes in their closets.
By Daphne Howland • April 30, 2024 -
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IRS’ Direct File pilot earns high user satisfaction
Nine in 10 users of the free tax filing pilot ranked their experience as “excellent” or “above average,” according to a General Services Administration Touchpoints survey.
By Kristen Doerer • 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 -
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Influencers sway consumers but authenticity loses some clout, study says
Attitudes toward AI creators are mixed, and only 35% of Gen Zers say authenticity is what they care most about from influencers.
By Aaron Baar • April 26, 2024 -
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Chipotle makes order fulfillment, not fancier tech, its top CX focus
Faster order speed is “one of those things that cascades into everything being a lot better,” CEO Brian Niccol said.
By Bryan Wassel • April 25, 2024 -
Sam Silverstein/CX Dive
How Giant Food revamped its loyalty program
Private label is playing a starring role as the East Coast grocer looks to boost engagement with shoppers and demonstrate a commitment to value.
By Sam Silverstein • April 25, 2024 -
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How frictionless experiences can grow loyalty
Ease of use stands out as a particularly strong loyalty driver when evaluating a good brand experience, a Mailchimp survey found.
By Kristen Doerer • April 24, 2024 -
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Albertsons loyalty grows as it pushes ‘customers for life’
The grocery grew its loyalty program 16% during its last quarter and now reaches nearly 40 million members.
By Bryan Wassel • April 24, 2024 -
Catherine Douglas Moran/CX Dive
Walmart removes self-checkout from select stores
The retailer joins Target, Dollar General and other chains in recalibrating its reliance on self-service and rethinking the checkout experience.
By Kristen Doerer • April 23, 2024
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