Strategy

  • Two people walk into a BJ's Wholesale Club store.
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    Joe Raedle via Getty Images
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    BJ’s Wholesale Club is willing to sacrifice margin for digital convenience

    Store-based fulfillment options cost the warehouse club money, but loyalty improvements more than make up the difference, according to CEO Bob Eddy.

    By • May 22, 2025
  • Urban Outfitters SoHo Nike Shop
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    Courtesy of Urban Outfitters
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    Urban Outfitters’ in-store experiential concept targets Gen Z — starting with Nike

    The apparel retailer debuted the On Rotation concept as a way to fuel discovery shaped by the generation’s favorite brands. 

    By Kaarin Moore • May 22, 2025
  • 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
  • People shop at a Lowe's store in Brooklyn on February 27, 2024 in New York City.
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    Spencer Platt via Getty Images
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    Lowe’s looks to pro loyalty program to drive higher spend

    The retailer’s investments in AI advisers and loyalty programs are part of its efforts to accelerate sales growth among pro customers and digital.

    By • May 22, 2025
  • Two people walking out from a store with a cart full of items.
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    Daphne Howland/CX Dive
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    Experience wins can’t save Target from a disappointing quarter

    Digital sales were up, driven by its breadth of fulfillment options, but Target couldn’t offset traffic and basket size declines.

    By • May 21, 2025
  • A stack of $20 U.S. bills lay on top of a scattering of more $20 bills.
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    Maksym Kapliuk via Getty Images
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    Inflation expected to surge to 7.3% in a year, fueled by tariff worry

    Consumer sentiment has slumped this year even as recent “hard data” reveal stable prices and robust hiring.

    By Jim Tyson • May 20, 2025
  • A customer holds a box in her hands in an aisle of toys at a big box retailer.
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    Scott Olson via Getty Images
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    Customer satisfaction levels out as experts await tariff impacts

    Customer satisfaction, which measures attitudes tied to recent purchases, dipped in the first quarter, but could be further disrupted by tariffs.

    By • May 19, 2025
  • Two people talk to each other in an Ikea showroom surrounded by furniture products.
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    Courtesy of Ikea
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    How brands use emotional intelligence for stronger customer relationships

    Businesses that successfully implement EQ create deeper, more meaningful customer connections and measurable gains in customer experience metrics.

    By Rosalyn Page • May 19, 2025
  • Man holding a blue crate exiting Walmart delivery van from back doors.
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    Retrieved from Walmart.
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    Walmart stakes its claim on convenience as tariffs loom

    The retailer is turning to speedy delivery and good in-store experiences to bolster its value proposition ahead of price increases.

    By • May 16, 2025
  • FTC regulation
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    Gorodenkoff via Getty Images
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    FTC delays enforcement of ‘click-to-cancel’ rule

    The commission voted 3-0 to delay enforcement until mid-July to ensure companies had ample time to comply.

    By • May 13, 2025
  • The Federal Trade Commission emblem on the Constitution Center in Washington, D.C.
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    Laurel Deppen/CX Dive
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    How the FTC’s junk fees rule sets a standard for hotel pricing nationwide

    The latest standard to encourage transparent pricing goes into effect Monday. It could set a baseline for more regulation to follow.

    By Noelle Mateer • May 12, 2025
  • A Lyft logo is displayed on a vehicle driving through Times Square.
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    Drew Angerer via Getty Images
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    Why Lyft’s CEO regularly spends time as a driver

    Lyft CEO David Risher often picks up riders and speaks with drivers to see where the experience may be falling short.

    By • May 8, 2025
  • A Target employee completes an in-store checkout purchase and hands a customer a receipt.
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    Permission granted by Target
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    One year later, Target calls express self-checkout a success

    The retailer’s self-checkout limits led to shorter transaction times, higher NPS and more customers choosing staffed registers.

    By • May 7, 2025
  • Multiple Frontier Airlines planes at Concourse A in Denver.
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    mtcurado via Getty Images
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    Frontier focuses on its value proposition as leisure travel tapers off

    The budget carrier is cutting flights during off-peak days and emphasizing its bundled offerings.

    By • May 7, 2025
  • A hand holding a phone with grocery ordering on the screen.
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    milindri via Getty Images
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    How grocers can meet Gen Z’s digital expectations

    This generation’s needs should serve as the playbook for creating omnichannel capabilities that highlight value and authenticity while bettering the in-store experience, sources said.

    By Peyton Bigora • May 6, 2025
  • A man leaves a 1-star review on his phone.
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    Sorapop via Getty Images
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    How negative reviews can actually improve customer satisfaction

    Negative reviews can harm a brand’s reputation, but research shows there are benefits, too, especially when a company responds effectively.

    By Michael Brady • Updated May 7, 2025
  • A person with long blond hair, wearing a pink shirt, holds up a photo of another person.
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    Andrew Harnik via Getty Images
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    What a White House-Amazon kerfuffle says about tariffs, prices and talking to customers

    Amazon says it decided against telling shoppers how new duties affect prices, a plan the White House slammed as “hostile and political.” But is it a good idea? Yes and no.

    By Daphne Howland • May 2, 2025
  • A person opens their paycheck.
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    AndreyPopov via Getty Images
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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
  • Travelers with their bags stand in front of a JetBlue sign that reads "Ready to jet?"
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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
  • 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
  • Tourists walk past the headquarters of the Internal Revenue Service near the National Mall on April 7, 2023 in Washington, DC.
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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
  • Call center agent answering incoming calls with a headseat.
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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
  • A passenger walks in an airport terminal. An American Airlines plane can be seen through the window.
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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
  • In this rear view, an unrecognizable woman stands with a shopping cart in front of a shelf full of food in the bread aisle of a grocery store.
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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
  • Travelers walk through a busy airport terminal.
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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
  • A customer browses an e-commerce site on their phone.
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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