Strategy: Page 17
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Sponsored by Stellar ElementsAddressing your CX debt starts with admitting you have a problem
CX debt isn’t just another buzzword; it’s a wake-up call. This debt is a continued financial toll accumulating from unresolved CX gaps in an organization.
March 11, 2024 -
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Customers trust their banks, but data security is a top worry, survey finds
Good customer service was the leading reason for customer satisfaction, a EPAM Continuum report found.
By Kristen Doerer • March 8, 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 -
Taunya Moore/CX Dive
Tractor Supply revamps loyalty program with lower threshold for perks
The over 30 million Neighbor’s Club members represent more than three-quarters of sales for the retailer.
By Tatiana Walk-Morris • March 8, 2024 -
Scott Olson/Getty Images via Getty Images
Foot Locker touts high NPS scores as sign of turnaround
The retailer credited store associates for its high net promoter scores and shared its plans to better connect its digital and physical experiences.
By Bryan Wassel • March 7, 2024 -
Brandon Bell via Getty Images
Aim for forgettable experiences, CSG says
Yes, it’s counterintuitive. But customers value easy experiences over exceptional ones, CSG said in a recent report.
By Kristen Doerer • March 6, 2024 -
Courtesy of Stitch Fix
Stitch Fix hints at new client experience as declines persist
The apparel box e-retailer lowered its guidance for its full fiscal year, ending in July, and CEO Matt Baer asked for patience with its transformation.
By Daphne Howland • March 6, 2024 -
Courtesy of Target
Target upgrades loyalty program, rolls out paid membership
Target Circle 360 will cost $99 a year and comes as the retailer plans 300 new stores in the coming decade.
By Nate Delesline III • March 5, 2024 -
Spencer Platt via Getty Images
Best Buy leans into customer experience as a sales driver
With the vast majority of its revenue coming from known shoppers, Best Buy plans to upgrade its app to better serve its most valuable customers.
By Bryan Wassel • March 4, 2024 -
Spencer Platt via Getty Images
Why Chase keeps investing in brick-and-mortar
“Consumers want both the ease and flexibility of banking from their phone, and access to branches and experts that can help them navigate life moments,” Chase’s head of digital products and channel told CX Dive.
By Kristen Doerer • March 1, 2024 -
Permission granted by Berry Global
Wendy’s backtracks on dynamic pricing
The company said Tuesday that it would not charge higher prices during peak hours. This statement follows widespread consumer backlash on social media in response to mention of a dynamic pricing test in its Q4 earnings call.
By Aneurin Canham-Clyne • March 1, 2024 -
Mario Tama via Getty Images
Cava plots ‘3.0’ store design for a more inviting dining experience
The fast-growing Mediterranean chain wants to make its restaurants more comfortable and inviting for customers to bolster sales.
By Emma Liem Beckett • Feb. 29, 2024 -
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Porsche names new head of North America customer experience
Christine Russell Fleischer, who was most recently at Infiniti, will take over as VP of customer experience and will report to CEO Timo Resch.
By Kristen Doerer • Feb. 27, 2024 -
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When companies forget empathy, they risk customer trust and loyalty
While businesses often think of empathy in human-to-human interactions, it’s equally important in digital experiences, Forrester research found.
By Kristen Doerer • Feb. 27, 2024 -
Courtesy of Domino's
Domino’s loyalty relaunch draws 2M new members
Strengthened by its emergency pizza marketing stunt, Domino’s updated rewards program helped bolster traffic and comparable sales.
By Aneurin Canham-Clyne • Feb. 27, 2024 -
Scott Olson via Getty Images
American, United raise bag fees, other carriers likely to follow
As airlines look to cut costs, they will have to be careful not to draw the ire of customers, who are already frustrated by the increasing price of air travel.
By Kristen Doerer • Feb. 26, 2024 -
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Back to CX basics: How to understand your customers
Leaders need to be in touch with customers’ needs to identify the investments that will make the biggest difference in overall outcomes.
By Bryan Wassel • Feb. 23, 2024 -
Retrieved from Amazon.
Amazon Fresh launches Recurring Reservations feature for online shopping
The new feature allows grocery customers to choose a time for pickup or delivery orders up to a week in advance.
By Peyton Bigora • Feb. 23, 2024 -
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Are businesses listening to what customers don’t say?
CX leaders need to pay attention to the "silent signals" from unhappy customers who don’t raise their hands to voice their complaints.
By Michael Hinshaw • Feb. 22, 2024 -
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Gartner expects the EU to mandate ‘right to talk to a human’ by 2028
Customer service leaders investing heavily in AI solutions would do well to keep a human in the loop, Gartner advises.
By Kristen Doerer • Feb. 20, 2024 -
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Travel loyalty program providers fall short
A new study from arrivia reveals a divide between what customers want and what businesses assume.
By Kristen Doerer • Feb. 20, 2024 -
I going to make a greatest artwork as I can, by my head, my hand and by my mind. via Getty Images
Buy now, pay later popularity rises among ‘financially fragile’ consumers
About 60% of that group has used buy now, pay later services five or more times in the past year, compared to just over 20% of financially stable consumers, the New York Fed said.
By Caitlin Mullen • Feb. 16, 2024 -
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Burger King, Popeyes lean into kiosks, remodels to spur speedy service
Parent company Restaurant Brands International is focusing on improving speed and convenience as drivers of customer satisfaction.
By Bryan Wassel • Feb. 15, 2024 -
Delmaine Donson via Getty Images
Peer-to-peer payment platforms have a trust problem, AARP says
“When it comes to addressing instances of financial exploitation, consumers are less likely to trust P2P platforms than banks and credit unions,” an AARP survey reported.
By Tatiana Walk-Morris • Feb. 15, 2024 -
Brandon Bell via Getty Images
Consumers seek in-store returns and no-label shipping, FedEx study finds
Most consumers think returns have become easier in recent years, according to FedEx. People have also grown accustomed to convenient return options.
By Bryan Wassel • Feb. 14, 2024 -
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Slow websites are frustrating visitors, causing dips in engagement
JavaScript errors were to blame for the increasing rate of frustrating digital experiences, according to a new Contentsquare study.
By Kristen Doerer • Feb. 14, 2024
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