Strategy

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    Should companies tie NPS scores to employee bonuses?

    Businesses that peg net promoter scores to pay say it elevates customer experience mandates. But experts warn that without proper guardrails, the metric's reliability is at stake.

    By • April 30, 2025
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    Jeenah Moon via Getty Images
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    JetBlue touts customer satisfaction as travel demand slows

    Like other airlines, JetBlue is leaning on premium offerings and its loyalty program as consumers pull back on travel.

    By • April 29, 2025
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    Trendline

    Loyalty

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

    By CX Dive staff
  • Shoppers look through a store closing sale at Macy's.
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    Cara Salpini/CX Dive
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    Consumer expectations plunge at fastest pace since 1990 recession

    “Some measures of expectations on both the business and consumer fronts look outright recessionary,” Goldman Sachs Chief Economist Jan Hatzius said.

    By Jim Tyson • April 29, 2025
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    Chip Somodevilla via Getty Images
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    Satisfaction with government services faces headwinds in 2025

    While the metric has been increasing, there is still a sizable gap between government and other industries, Qualtrics found.

    By • April 29, 2025
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    .shock via Getty Images
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    Customer service worker shortage grew in Q1, despite wage increases

    Worker burnout is causing more employees to quit and fewer candidates to apply, according to a Resume Now report.

    By Michael Brady • Updated April 28, 2025
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    Scott Olson via Getty Images
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    American Airlines touts loyalty wins as revenue growth stagnates

    Despite weaker travel demand in the main cabin, the carrier, like Delta Air Lines and United Airlines, pointed to its loyalty program and premium offerings as strengths.

    By • April 25, 2025
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    SDI Productions via Getty Images
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    Traffic, out-of-stocks contribute to falling store CX during peak times

    Retail customer satisfaction reaches its low point between 6 and 8 p.m. daily, but smart staffing throughout the day can elevate the experience, according to HappyOrNot.

    By • April 23, 2025
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    Mario Tama via Getty Images
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    After record high, customer satisfaction with airlines falls

    Customer satisfaction dropped 4% from last year, driven by business customer dissatisfaction, the American Customer Satisfaction Index found.

    By • April 23, 2025
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    Frazao Studio Latino via Getty Images
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    What troubles shoppers when searching online

    Creating clear product landing pages that turn customer concerns into searchable content are key to help shoppers find what they’re looking for.

    By Xanayra Marin-Lopez • April 21, 2025
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    Justin Sullivan / Staff via Getty Images
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    How KFC’s customer listening program helps it nail the first experience

    The program is designed to collect data from a range of sources, disseminate findings across the company and coordinate teams to solve customer pain points, KFC COO Rob Swain said.

    By • April 21, 2025
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    lechatnoir via Getty Images
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    Generational needs in apparel CX can be met by common store design principles

    Organization, speed and navigation are near-universal ingredients for good in-store experiences, no matter the shopper's age.

    By • April 18, 2025
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    Credit unions outperform retail banks in customer satisfaction

    Credit unions typically offer better interest rates and lower fees than retail banks, making them attractive to consumers amid high prices, according to J.D. Power.

    By Michael Brady • April 17, 2025
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    Ethan Miller via Getty Images
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    Albertsons credits app experience, loyalty for digital sales boost

    Loyalty membership grew 15% year over year for the second quarter in a row, while digital sales grew 24% year over year.

    By • April 16, 2025
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    hapabapa via Getty Images
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    Tillster: 61% of users want more restaurant kiosks

    Diners are becoming more comfortable with kiosks since they can review their orders for accuracy, per a report.

    By Julie Littman • April 16, 2025
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    Michael M. Santiago/Getty Images via Getty Images
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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 • April 15, 2025
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    Michael M. Santiago via Getty Images
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    JPMorgan Chase, Wells Fargo: US consumers remain resilient

    Even as consumer sentiment plunges, spending data shows resilience, JPMorgan Chase says.

    By • April 14, 2025
  • Shoppers look through a store closing sale at Macy's.
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    Cara Salpini/CX Dive
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    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
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    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
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    Frazao Studio Latino via Getty Images
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    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 • April 11, 2025
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    Mario Tama via Getty Images
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    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 • April 10, 2025
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    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 • April 9, 2025
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    Catherine Douglas Moran/CX Dive
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    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
  • A customer walks by a Pride Month merchandise display at a Target store on May 31, 2023 in San Francisco,
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    Justin Sullivan/Getty Images via Getty Images
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    How broken governance promises hurt trust — and the bottom line

    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
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    Michael Loccisano/FilmMagic via Getty Images
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    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 • April 8, 2025
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    Michael M. Santiago via Getty Images
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    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 • April 8, 2025