Strategy: Page 2
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Rent the Runway rethinks customer service approach
Shifting to more proactive service, the team now spends 14% of its time calling customers to build loyalty, according to CEO Jennifer Hyman.
By Bryan Wassel • April 15, 2025 -
JPMorgan Chase, Wells Fargo: US consumers remain resilient
Even as consumer sentiment plunges, spending data shows resilience, JPMorgan Chase says.
By Kristen Doerer • April 14, 2025 -
Explore the Trendline➔
blackCAT via Getty ImagesTrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Consumer sentiment plummets, inflation expectations soar amid trade war
“There’s been a sharp decline in consumer sentiment, and business sentiment measures have weakened too,” New York Federal Reserve Bank President John Williams said.
By Jim Tyson • April 14, 2025 -
How JCPenney’s new brand positioning is subverting consumer expectations
Out-of-home ads that feature QR codes but not labels want consumers asking “It’s from where?” as the retailer pushes to modernize and promote value.
By Chris Kelly • April 14, 2025 -
Consumers say product discovery is key to better shopping experiences, survey finds
Smart page layouts and product summaries are just some of the steps that can help improve the discovery process.
By Bryan Wassel • April 11, 2025 -
Delta says premium and loyalty provide resilience as the economy quakes
The airline pulled its full-year financial guidance, citing broad macro uncertainty. Even so, premium remains a strong point.
By Kristen Doerer • April 10, 2025 -
Investments in convenience pay off for Sam’s Club
The warehouse club will remodel its entire store fleet, with upgrades based on its store of the future concept, and improve digital personalization.
By Bryan Wassel • April 9, 2025 -
Tariffs are the latest test of beleaguered US consumers
Before the expansive levies were announced, spending power was already weakened by high prices and rising debt, among other forces, analysts say.
By Daphne Howland • April 9, 2025 -
How companies changing their DEI approach impacts customer trust
Companies face intense legal and political pressure to break environmental and social promises, but it takes far longer to rebuild consumer trust than it does to break it, experts say.
By Michael Brady • April 9, 2025 -
Dave & Buster’s overhauls its remodel strategy as sales continue to fall
The restaurant chain still wants to offer unique experiences — but leaders are aiming for higher returns on investment.
By Bryan Wassel • April 8, 2025 -
Tariffs alarm consumers. Can CX help companies maintain loyalty?
As markets plummet and prices rise, consumers are seeking cheaper alternatives. Now, CX leaders will play an even bigger role in fostering loyalty.
By Kristen Doerer • April 8, 2025 -
5 CX experts on how leaders can tackle tariff challenges
Whether companies absorb the brunt of cost increases or pass them on, the right approach to customer relationships can ease the struggle.
By Bryan Wassel , Kristen Doerer • April 4, 2025 -
NRF expects ‘slower trajectory for consumer spending’ in 2025 as tariffs fuel uncertainty, inflation fears
Retail sales could grow 3.7% at best — or well under 3% — as many consumers reach the limits of their spending power, the trade group said.
By Daphne Howland • April 3, 2025 -
How Applebee’s designed its customer insights program
The restaurant chain incorporated feedback from a range of stakeholders to ensure its customer insights are actionable and readily available.
By Bryan Wassel • April 2, 2025 -
FTC considers petition for digital labels on apparel
The American Apparel and Footwear Association's petition says online garment care instructions will inform customers about product care, reduce waste and save money.
By Laurel Deppen • April 2, 2025 -
Consumer spending during Q1 shrinks for first time since pandemic
“Stockpiling ahead of potential tariff implementation on a wide range of consumer goods could lead to a pullback in goods spending later this year,” the Conference Board said.
By Jim Tyson • April 1, 2025 -
Temu accused of acting in bad faith in addressing customer complaints
A class action lawsuit alleges the fast fashion company is scheming to prevent customers from filing claims.
By Laurel Deppen • April 1, 2025 -
David’s Bridal CEO on transforming the brand experience for today’s brides
CEO Kelly Cook is focused on “changing and twisting the dials of the company” to keep up with brides’ evolving expectations for the wedding shopping and planning experience.
By Bryan Wassel • April 1, 2025 -
Is generative AI pushing brands into search-first digital design?
As generative AI reshapes consumer shopping habits, brands face a critical choice: adapt their digital experiences to search-first, conversational design or risk falling behind.
By Rosalyn Page • March 31, 2025 -
Inside H&M’s digital relaunch and approach to multichannel experiences
Head of Digital Jenn Volk explains how the retailer reimagined digital to increase brand storytelling around moments like its Charli XCX collaboration.
By Chris Kelly • March 28, 2025 -
Banks offer more customer support, boosting satisfaction
Despite economic anxiety, customers’ satisfaction with their banks is strong — and growing stronger, J.D. Power found.
By Kristen Doerer • March 28, 2025 -
There’s a big gap between what consumers and CX leaders value
Consumers value first-contact resolution and knowledgeable agents significantly more than customer experience leaders, a Genesys survey finds.
By Michael Brady • March 27, 2025 -
As inflation looms, brands have to work harder for loyalty
Price sensitivity tops the list of purchase considerations, forcing consumers to trade down, according to the EY Future Consumer Index.
By Kristen Doerer • March 26, 2025 -
Consumer expectations for future plunge to 12-year low on tariff anxiety
Pessimism about price pressures rose, with expectations for inflation in 12 months increasing to 6.2% this month from 5.8% in February, the Conference Board said.
By Jim Tyson • March 26, 2025 -
Why Shake Shack’s parent company ties employee experience to CX
Employees won’t offer customers consistently good experiences unless they like their job and coworkers, according to Shake Shack founder Danny Meyer.
By Bryan Wassel • March 25, 2025