Strategy
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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.
By Bryan Wassel • Oct. 3, 2024 -
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.
By Patrick Cooley • Oct. 3, 2024 -
Trendline
Loyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
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.
By Kristen Doerer • Oct. 2, 2024 -
Giant Eagle slashing delivery wait times
The regional grocer is expanding its partnership with omnichannel platform Flybuy to reduce wait times for drivers.
By Peyton Bigora • Oct. 2, 2024 -
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.
By Bryan Wassel • Oct. 1, 2024 -
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.
By Bryan Wassel , Kristen Doerer • Oct. 1, 2024 -
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.
By Bryan Wassel • Sept. 30, 2024 -
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.
By Rosalyn Page • Sept. 30, 2024 -
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.
By Kristen Doerer • Sept. 27, 2024 -
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.
By Shefali Kapadia • Sept. 27, 2024 -
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.
By Kristen Doerer • Sept. 27, 2024 -
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.
By Bryan Wassel • Sept. 26, 2024 -
How Jackson Family Wines brought wine country online
Kendall-Jackson boosted active website users nearly sevenfold year-over-year in July after relaunching its site with a new layout and self-service options.
By Bryan Wassel • Sept. 25, 2024 -
JetBlue introduces lounges in pursuit of premium customers
As JetBlue looks to become the best East Coast leisure network, the airline is opening airport lounges in New York and Boston beginning next year.
By Kristen Doerer • Sept. 25, 2024 -
Deep Dive
How couponing communities are still thriving
Though it's been over a decade since TLC aired Extreme Couponing, shoppers are still deal-hunting — the methods have just changed.
By Xanayra Marin-Lopez • Sept. 25, 2024 -
How Kroger is using standardized metrics to boost its retail media network
During a conference panel, the grocer shared how IAB’s guidelines have improved accountability as the chain looks to release its own updated measurement model.
By Peyton Bigora • Sept. 24, 2024 -
Deep Dive
Why consumers, not restaurants, are dictating value
Guests with tighter budgets are seeking out more affordable options, and restaurants — desperate for their dollars — are responding with a battle for the best value offer.
By Julie Littman • Sept. 24, 2024 -
United’s chief customer officer to retire
Linda Jojo plans to retire in January. David Kinzelman will assume the role on Oct. 1.
By Kristen Doerer • Sept. 23, 2024 -
FedEx confident shippers will accept pricier holiday fees
Customers understand the shorter period between Black Friday and Christmas will pressure the carrier's network, Chief Customer Officer Brie Carere said.
By Max Garland • Sept. 23, 2024 -
Sponsored by Conduent
5 ways brands can better connect with their customers
The key to customer loyalty lies in the desire to enhance customers’ lives. Explore these key tips for advancing your CX to meet the needs of the modern customer today.
Sept. 23, 2024 -
Darden Restaurants turns to dining speed to improve sales
The company will boost throughput and adjust scheduling to improve in-store dining experiences as it adds more order volume from its delivery partnership with Uber.
By Bryan Wassel • Sept. 20, 2024 -
7 ways reviews can help — or hinder — customer experience
Reviews help businesses build trust with customers and grow their confidence in purchases, but a poor user experience or fake reviews only lead to frustration.
By Kristen Doerer • Sept. 20, 2024 -
White Castle pivots to gamified, tiered rewards
The slider chain is looking to encourage specific consumer behaviors, like late-night visits or trialing new menu items, with “quests” across three loyalty levels.
By Aneurin Canham-Clyne • Sept. 20, 2024 -
CFPB wants banks to prove overdraft opt-ins
Regulators should assume, as a default, that customers have not agreed to coverage and fees unless banks can provide signed agreements or recorded conversations, the agency said in a policy reminder.
By Dan Ennis • Sept. 19, 2024 -
Inside the Store: Whole Foods’ Daily Shop makes the most of a tight space
Opening its doors to New York City’s Upper East Side on Wednesday, the new small-format market caters to convenience.
By Peyton Bigora • Sept. 18, 2024