The Latest
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Slow website? It’ll cost you.
Three-quarters of consumers have simply abandoned a cart because of a slow website, Liquid Web found.
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Lowe’s puts tech first in its 2025 CX plans
The home improvement retailer plans to revamp its loyalty program for contractors and expand the use of AI to grow its market share.
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Target launches generative AI gift finder
The Bullseye Gift Finder debuted with a focus on toys and provides shoppers with personalized product recommendations.
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Albertsons serves up AI-driven personalization for alcohol and food
In California, the grocer’s direct-to-consumer wine shipping platform is now using Preferabli’s product discovery and recommendation software.
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Rent the Runway improves customer onboarding to drive loyalty, engagement
Style appointments and a relaxed replacement policy for new subscribers are among the CX upgrades the retailer rolled out in pursuit of growth.
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How to perfect customer service for holiday-stressed customers
Customers are sensitive to bad service during the holiday season, but resolving issues on first contact can help earn long-term loyalty.
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Why wait times and first call resolution are key to customer loyalty
Customers are more satisfied with their contact center interactions, but bad experiences can risk their loyalty, Qualtrics XM Institute found.
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Best Buy launches scheduled parcel delivery
The capability, live in several U.S. markets, allows customers to schedule a two-hour delivery window up to a week in advance.
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DOT proposal would make airlines pay customers for canceled flights
The agency is considering requiring airlines to pay customers at least $200 for trip delays.
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Citizens tweaks features, eyeing deeper ties to customers
Recent upgrades to the bank’s digital experience are aimed at fueling primacy with clients, a Citizens executive said.
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Ulta Beauty’s loyalty program hits 44.4M members
Loyalty member growth, improved digital CX and in-store events aided growth at the beauty retailer, CEO Dave Kimbell said.
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Senators press airline executives over ‘junk fees’
Executives faced a grilling after a Senate subcommittee report found that five airlines pocketed $12.4 billion in seat fees over a five-year period.
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Chewy returns to member growth with better site experiences
A more convenient in-app experience and positive responses to veterinary clinics helped drive customer growth at the pet goods retailer.
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Pizza Hut tests new US store design
The Yum Brands chain hopes self-service kiosks and other new features will drive more transactions and in-store traffic.
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Foot Locker’s loyalty revamp shows early signs of success
The footwear company’s overhauled loyalty program and mobile app contributed to more digital purchases even as overall sales declined.
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Frontier adds first-class seats, bucking low-cost reputation
The airline is the latest to offer more premium services in response to demand from customers.
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Nearly 75% of baby boomers plan to use pay-later services this holiday season
Consumers in that generation are often on fixed incomes and mindful of avoiding high-interest credit card debt, according to Splitit CEO Nandan Sheth.
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USAA tops KPMG’s list for best customer experience
H-E-B and Patagonia also rose to the top of the list for excelling at meeting customer needs and demonstrating a deep commitment to the communities they serve, according to KPMG.
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Best Buy makes inspiring customer curiosity a priority for the holidays
The retailer introduced AI-powered product discovery, a virtual assistant and a real-time delivery tracker.
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How Campari adapts to market trends to shape holiday experiences
The company’s vice president of marketing for America dishes on an expansive holiday strategy encompassing brands like Aperol and Grand Marnier.
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Note from the Editor-in-Chief
A change in ownership and what it means for our readers.
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Black Friday, slower in 2024, still has plenty of CX lessons to share
In-store traffic was down compared to last year, but businesses’ Black Friday performance can still help retailers fine-tune CX for the rest of the year.
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FTC questions Uber’s subscription practices
The ride-hailing company defended its Uber One cancellation process and said it would answer the Federal Trade Commission’s questions about its cancellation policies.
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Winners and losers of Black Friday 2024
With deals spread out and e-commerce surging even on Thanksgiving Day, the red-letter event seems to be losing its punch.
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Loyalty program partnerships are gaining popularity. Here’s why.
Coalition loyalty programs can help brands access new markets, cross promote and increase brand exposure. But implementation is challenging.