Strategy


  • A store associate helps a customer in a hardware store
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    andresr via Getty Images
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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 Oct. 3, 2024
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    Anna Webber via Getty Images
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    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
  • A person opens a package and reads a note. Explore the Trendline
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    blackCAT via Getty Images
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    Trendline

    Loyalty

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

    By CX Dive staff
  • The Sonos app on a smartphone screen.
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    "Sonos" by Focal Foto is licensed under CC BY-ND 2.0
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    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 Oct. 2, 2024
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    bgwalker/iStock Unreleased via Getty Images
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    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
  • A shopper with a shopping cart full of merchandise stands in front of a Sam's Club sign outside the store
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    Scott Olson via Getty Images
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    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 Oct. 1, 2024
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    Permission granted by Forrester
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    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 , Oct. 1, 2024
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    PixelsEffect via Getty Images
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    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 Sept. 30, 2024
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    Scott Olson via Getty Images
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    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
  • A traveler walks past a Southwest Airlines airplane as it taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Kevin Dietsch via Getty Images
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    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 Sept. 27, 2024
  • Two white robes and two pairs of white slippers.
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    Courtesy of Kempinski
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    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
  • A over the shoulder shot of woman using smartphone with Two-Factor Authentication security while logging to laptop.
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    gahsoon via Getty Images
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    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 Sept. 27, 2024
  • The outside of an AutoZone auto parts store,
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    Justin Sullivan via Getty Images
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    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 Sept. 26, 2024
  • The outside of Kendall-Jackson family wines.
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    carterdayne via Getty Images
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    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 Sept. 25, 2024
  • People mingle in front of a JetBlue logo.
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    Kevin Dietsch via Getty Images
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    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 Sept. 25, 2024
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    Retrieved from YouTube on September 18, 2024
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    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
  • Three individuals on stage sitting on chairs talking to each other. Background is a white screen that reads "IAB Connected Commerce Summit."
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    Peyton Bigora/CX Dive
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    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
  • People enter a McDonald's restaurant that has posters on the windows advertising meal deals.
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    Mario Tama via Getty Images
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    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
  • An employee aids a customer in attaching a tag to their luggage.
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    Scott Olson via Getty Images
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    United’s chief customer officer to retire

    Linda Jojo plans to retire in January. David Kinzelman will assume the role on Oct. 1.

    By Sept. 23, 2024
  • A FedEx delivery truck is seen on August 07, 2019 in Fort Lauderdale, Florida.
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    Joe Raedle/Getty Images via Getty Images
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    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
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    Adobe Stock/Westend61

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    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
  • The exterior of an Olive Garden restaurant
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    Scott Olson / Staff via Getty Images
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    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 Sept. 20, 2024
  • A person holds a smartphone in front of three people sitting at a table in a cafe.
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    Scott Olson via Getty Images
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    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 Sept. 20, 2024
  • A woman holds a smartphone with the White Castle loyalty program prominently displayed
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    Courtesy of White Castle
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    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
  • Consumer Financial Protection Bureau Director Rohit Chopra testifies before the Senate Banking, Housing and Urban Affairs Committee April 26, 2022 in Washington, DC.
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    Win McNamee via Getty Images
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    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
  • Line of canned goods at grocery store
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    Peyton Bigora/CX Dive
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    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