Front-line managers are struggling to find quality workers for holiday season, Axonify says

Managers are feeling increased burnout going into the holidays, and more than a third have considered quitting during the last two months.

Are customer success teams starting to stabilize?

Budget and staff cuts rocked SaaS companies for the past two years, but the worst appears to be over for customer success teams, according to a report by ChurnZero and others.

What’s the winning formula for a loyalty program?

Sephora, PetSmart and Famous Footwear operate loyalty programs that lean into data to meet customers’ interests and preferences.

Why Whole Foods’ Daily Shops won’t feature Just Walk Out tech

Display movement is “very restricted” when the tech is in use, a Whole Foods executive said during a store tour of the new format.

Updated Oct. 7, 2024

Will Google’s updated AI features up the ante for search experiences?

New features enhancing Lens’ ability to search photos and offering a better layout for recipe results could elevate customer expectations for overall search UX.

How influencers sway consumer purchasing decisions

More consumers are placing their trust in influencers, especially in online communities with niche interests, a Mavely survey found.

Why in-store customer satisfaction drops during peak periods

Careful management of break times, shift rotations and daily store maintenance can help keep customer satisfaction high throughout the day.

Updated Oct. 4, 2024

C-store discounts resonate with loyalty members, fall flat with non-members, report shows

The American Customer Satisfaction Index shows a significant gap between the two consumer groups’ view of sales and promotion frequency.

Half of global consumers will share personal data for better experiences, study finds

Overall, consumers are more willing to share personal information to improve to their experiences than in the past, but age, trust and regulations are major factors, a Jack Morton survey found.

Peer-to-peer payments tools lack transparency, consumer group says

Popular peer-to-peer payment services like Zelle should be more upfront with consumers about the ability to ask for money back, Consumer Reports says.

Sonos has a plan to regain customer trust after app fiasco

Unless it can improve the app experience and win back trust, the executive leadership team will not earn annual bonuses for the current fiscal year.

Giant Eagle slashing delivery wait times

The regional grocer is expanding its partnership with omnichannel platform Flybuy to reduce wait times for drivers.

Banks are excited about AI. Their customers aren’t so sure.

To address that, lenders need to be more transparent about AI use and educate customers on the benefits and safeguards involved, analysts said.

Top customer experience conferences in 2025

Customer service automation, loyalty programs and customer data management are just some of the areas these upcoming events will touch upon.

NPS creator details new global standards for customer experience

Bain & Company, alongside Kantar and Qualtrics, refined the global standards, which were first unveiled in July, to develop industrywide buy-in.

Sam’s Club, Costco link higher staff salaries to CX improvements

The warehouse club retailers are boosting wages to encourage associates to stay on longer, which contributes to better customer service.

Brand BFFs: How building strong bonds with customers pays off

Genuine relationships matter. Research shows emotionally connected customers are twice as valuable as highly satisfied customers. 

Volkswagen integrates Google’s generative AI to enhance app experience

Through a Google collaboration, car owners will be able to search their owners’ manuals by posing questions like “How do I change a tire?”

A closer look at Grocery Outlet’s unique shopping app

Unlike other retailers’ omnichannel apps, the discount grocer’s one focuses on personalized savings and in-person shopping.

Southwest lays out fresh offerings to meet customer and investor demands

The company unveiled a plan to meet customers’ evolving preferences while maintaining core policies, like free bags, that have differentiated the airline.

Customers are done with passwords. Do businesses have a solution?

Research shows customers are frustrated with the login experience, and the friction can cost businesses customers.

From lotions to linens: How hotel marketplaces can boost guest loyalty

Advanced data analytics makes it easier for hotels to sell in-room products and win repeat customers.

Customers don’t want to call back — they want first-contact resolution

Long wait times and repetitive customer service calls rank among consumers’ top pet peeves, a Ujet and ContactBabel survey found.

AutoZone credits its customer-first mindset for sales growth

Following nearly 6% sales growth in fiscal 2024, the auto parts retailer is doubling down on its commitment to employee and customer experiences in fiscal 2025.

What to know about privacy laws when collecting personal data on shoppers

Retailers have moved away from collecting identifiable information from consumers, but need to be aware of requirements for the personal data they do collect, an Albertsons privacy official said at IAB's summit last week.