Loyalty: Page 4
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Courtesy of HubSpot
Customer success enters the limelight as an answer to SaaS market woes
Businesses are charging customer success teams with driving revenue and growth, but they must do more with less as budgets remain stagnant.
By S.L. Fuller • March 27, 2024 -
NicoElNino via Getty Images
What the Catalyst, Totango merger means for customer success teams
The merger marks a shift in the customer success software market, as the new company pushes to boost post-sale revenue throughout the customer life cycle.
By Kristen Doerer • March 5, 2024 -
Courtesy of Starbucks
Starbucks opens first fully accessible store in DC
The chain will begin adding inclusive design elements, like wide pedestrian pathways and power doors, to all new builds and remodels in the U.S.
By Aneurin Canham-Clyne • Feb. 22, 2024 -
Justin Sullivan / Staff via Getty Images
Customers want to use card-linked benefits to save, research finds
Shoppers seek easy-to-understand benefits that offer cost savings from both branded cards and loyalty programs.
By Bryan Wassel • Feb. 13, 2024 -
Edwin Tan via Getty Images
Very few consumers are satisfied with in-store experiences
Businesses will need to implement a variety of technologies, not just generative AI, to offer customers the information and convenience they demand, IBM research shows.
By Bryan Wassel • Feb. 6, 2024 -
iStock via Getty Images
University of Utah Health doubled patient feedback for actionable insight
The healthcare provider was able to collect and analyze patients’ comments at scale after implementing an experience management system.
By Kristen Doerer • Jan. 26, 2024 -
Permission granted by Glance
Sponsored by GlanceThe pursuit of truly connected customer journeys in 2024
2024 transforms CX with seamless 'phygital' integration, emphasizing a customer-first approach and leveraging technology for success.
Jan. 22, 2024 -
Catherine Douglas Moran/CX Dive
Schnucks’ execs talk the art of customer relations
Two of the grocers’ executives shared at the National Retail Federation’s Big Show how the chain is finding the right balance with technology to build relationships with its customers and workers.
By Catherine Douglas Moran • Jan. 17, 2024 -
Bryan Wassel/CX Dive
Yeti leans into post-purchase communication to engage customers
“You need excellence all the way from the homepage through a package arriving at their doorstep,” said Yeti’s director of software engineering.
By Bryan Wassel • Jan. 16, 2024 -
Sitthiphong via Getty Images
Retailers hone in on improving the checkout experience
Leaders from Wayfair and SSENSE discussed how they are spearheading good CX by emphasizing a smooth digital checkout at NRF 2024.
By Bryan Wassel • Jan. 15, 2024 -
Anna Gorbacheva via Getty Images
Return fees harm customer loyalty, survey finds
Some retailers are implementing returns fees to avoid restocking costs, but that short-term relief can come at the cost of long-term customer loyalty.
By Bryan Wassel • Jan. 11, 2024 -
Creative via Getty Images
Q&ARegulator’s BNPL guidance may go beyond banks
The Office of the Comptroller of the Currency directed its advice at national banks, but a Venable attorney expects others to use it to inform their approaches.
By Caitlin Mullen • Jan. 10, 2024 -
Different_Brian via Getty Images
National Park Service again tops federal agencies for best CX
The federal parks agency has the best customer experience for the seventh year in a row, according to a Forrester report.
By Kristen Doerer • Jan. 5, 2024 -
Courtesy of CVS
CVS simplifies loyalty into a 2-tier program
“We heard from some of our 74 million ExtraCare members that they were looking for a more streamlined experience,” a CVS executive told CX Dive.
By Bryan Wassel • Jan. 5, 2024 -
gorodenkoff via Getty Images
How to build — and develop — long-term customer relationships
Instead of fixating on short-term metrics or broad market share, Safe Software focuses on the lasting value that comes from building community.
By Rosalyn Page • Jan. 4, 2024 -
Michael M. Santiago via Getty Images
NY governor pursues BNPL regulation
New York Gov. Kathy Hochul is seeking to require buy now, pay later providers to obtain a license to operate in the state, in addition to other potential regulations for the industry.
By Caitlin Mullen • Jan. 4, 2024 -
Courtesy of Walmart
Walmart adds Affirm’s buy now, pay later option to self-checkout
In an expanded partnership between the two companies, Walmart is adding a BNPL option to checkout kiosks at most stores.
By Tatiana Walk-Morris • Dec. 21, 2023 -
Permission granted by PayPal Spokesman Joseph Gallo
Senators prod CFPB on buy now, pay later oversight
Three Democratic lawmakers, worried about financially vulnerable consumers during the holiday shopping season, urged the Consumer Financial Protection Bureau to keep an eye on buy now, pay later offerings.
By Lynne Marek • Dec. 19, 2023 -
Win McNamee via Getty Images
Capital One continues to top JPMorgan, TD in big-bank satisfaction survey
One J.D. Power expert thinks customers like Capital One’s banking products because they feel that those help them save time and money.
By Rajashree Chakravarty • Dec. 18, 2023 -
Justin Sullivan/Staff/Getty Images North America via Getty Images
Hyundai creates CX division, combining retail and after-sales
Michel Poirier will lead the division, which was created in an effort to streamline the automaker’s CX efforts.
By Kristen Doerer • Dec. 13, 2023 -
Courtesy of J.Jill
How J. Jill nurtured brand loyalty through customer connection
When it comes to strengthening loyalty, CX is a key ingredient. So what lessons should brands apply at a time of overwhelming choice and heavy competition?
By Rosalyn Page • Dec. 11, 2023 -
nortonrsx via Getty Images
More customer success leaders are reporting to the CEO, report finds
Customer success teams are moving up in importance in organizations, but economic headwinds mean resources are tight.
By Kristen Doerer • Dec. 4, 2023 -
Scott Olson via Getty Images
Best Buy ties experienced, well-equipped associates to higher NPS
Declining sales have led to new operating models, but the retailer is trying to ensure cost reductions don’t come at the expense of the customer experience.
By Bryan Wassel • Nov. 29, 2023 -
Kevin Dietsch via Getty Images
Southwest names chief customer officer as part of a C-suite revamp
The cadre of new senior leaders will help the airlines target end-to-end customer experience improvements and smooth operations.
By Naomi Eide • Nov. 28, 2023 -
uniquepixel via Getty Images
CX leaders, adapting to new customer demands, rethink trust
Trust plays a pivotal role in shaping CX and brand needs must pay attention to the changing dynamics in customer relationships. But what happens if trust is broken?
By Rosalyn Page • Nov. 28, 2023
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