Dollar General turns to experience to further boost sales

The off-price retailer aims to grow its momentum with friendly in-store experiences and expanded same-day delivery.

By Bryan Wassel • March 13, 2025

McDonald’s creates ‘restaurant experience’ team to sharpen menu innovation

The Golden Arches’ new team replaces its customer experience unit and includes three cohorts dedicated to chicken, beef and beverage/dessert.

By Aneurin Canham-Clyne • March 13, 2025

Explore the Trendline➔

Loyalty

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

By CX Dive staff

Stitch Fix credits CX improvements for better-than-expected earnings

The online retailer has slowed the loss of customers and sees customer experience initiatives as the path back to revenue growth.

By Kristen Doerer • March 13, 2025

Southwest ditches two free checked bags policy

The airline said it would also make it harder to earn Rapid Rewards points, set expiration dates on flight credits, and eliminate free changes on basic fares.

By Kristen Doerer • March 11, 2025

Kohl’s turns to simpler, reliable experiences to improve its fortunes

Complex coupons, poor cross-channel experiences and the elimination of jewelry spaces have weighed on the retailer’s core experience — and sales.

By Bryan Wassel • March 11, 2025

Top airports create environment ‘where passengers feel valued’

As customer expectations continue to rise, airports are under pressure to innovate and enhance their offerings.

By Kristen Doerer • March 11, 2025

Macy’s revamped stores shine as it sheds underperforming locations

The retailer’s reimagined stores illustrate that “when we invest in the customer experience, we can grow sales,” CEO Tony Spring said during an earnings call.

By Bryan Wassel • March 10, 2025

Gross bathroom? It can cost your customer experience

Dirty restrooms, out-of-stock paper towels, and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.

By Kristen Doerer • March 10, 2025

Tariffs are spooking consumers

As the tariffs take effect and inflation looms, businesses are working to retain consumers who are looking to cut back.

By Kristen Doerer • March 7, 2025

Target puts reliability at the forefront of its CX strategy

Leaders cited consistently fast checkout and high in-stock rates among their goals for the in-store experience.

By Bryan Wassel • March 4, 2025

Gen Z used BNPL more than credit cards over holidays, survey finds

It was the first J.D. Power survey to show that BNPL overtook credit card use among that demographic.

By Patrick Cooley • March 4, 2025

Consumer spending falls, highlighting fading confidence

Two closely tracked gauges of consumer confidence slid in February, pushed down by concerns about import duties enacted by the Trump administration.

By Jim Tyson • March 3, 2025

Generative AI and social media dominate purchase decisions

Consumers are turning to social media as a primary source when shopping, Capgemini found. Now, they want generative AI to aggregate those results.

By Xanayra Marin-Lopez • Feb. 28, 2025

Home Depot doubles down on pro customer experience

Investments in the contractor experience drove more than $1 billion in annual incremental sales in 17 markets, executives said on a Q4 earnings call.

By Bryan Wassel • Feb. 25, 2025

Consumer sentiment slumps on fears tariffs will fuel inflation

Long-run inflation expectations this month rose to 3.5% in the biggest month-over-month increase since May 2021, the University of Michigan said.

By Jim Tyson • Feb. 25, 2025

Employee detachment grows, threatening customer satisfaction

Employee detachment can act as “a ceiling” for customer satisfaction growth, according to Gallup’s Andy Kemp.

By Kristen Doerer • Feb. 25, 2025

How Patagonia’s repairs program drives loyalty and customer advocacy

Patagonia’s repair program is just one example of how the outdoor apparel brand has aligned its customer experience with its core values.

By Michael Brady • Feb. 24, 2025

Shake Shack boasts speedier service

The restaurant chain reduced its average order wait time by one minute in 2024, and it plans to drive that number down even further.

By Bryan Wassel • Feb. 21, 2025

Walmart’s push for convenience pays off in membership growth

Investments in same-day and express delivery drove e-commerce sales and membership growth for Walmart+ and Sam’s Club.

By Bryan Wassel • Feb. 20, 2025

Tailored Brands names Best Buy, Target vet as chief customer officer

The men’s apparel retailer hired Whit Alexander to create personalized brand experiences and build customer loyalty.

By Xanayra Marin-Lopez • Feb. 18, 2025

How return policies impact the post-purchase experience

Half of consumers feel companies’ return processes have become easier to navigate, according to FedEx’s Jason Brenner.

By Bryan Wassel • Feb. 18, 2025

How Lego builds unique store experiences

From big displays and livestreams with employees to personalization stations, Lego wants to create stores that keep customers coming back.

By Kaarin Moore • Feb. 13, 2025

The CFPB’s future is in question. What does that mean for consumers?

Consumer financial safety and consumer trust is at risk should the Consumer Financial Protection Bureau be dismantled, experts told CX Dive.

By Kristen Doerer • Feb. 12, 2025

American names chief customer officer, creates CX team

The airline appointed Heather Garboden as its chief customer officer, charged with overseeing the newly formed customer experience organization.

By Bryan Wassel • Feb. 11, 2025

CFPB’s future hangs in the balance after a wild weekend

Headquarters-based staff will work remotely this week after a new acting chief halted agency supervision and enforcement and told the Fed he wouldn't take any unappropriated funding next quarter.

By Dan Ennis • Feb. 11, 2025