Sam’s Club to open location without checkout stations

Shoppers at the digitally focused store, due to open next week in Grapevine, Texas, will need to use the retailer’s Scan & Go app to make purchases.

By Sam Silverstein • Oct. 10, 2024

Reviews — and businesses’ responses — build customer trust, study finds

The outsized impact of reviews is one of the reasons some businesses are looking to engage with customers’ good, bad and middling reviews.

By Kristen Doerer • Oct. 10, 2024

Explore the Trendline➔

Loyalty

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

By CX Dive staff

National beats car rental rivals in customer satisfaction

“National’s high ranking is largely due to its strong level of trust among customers,” J.D. Power’s Azari Jones said.

By Kristen Doerer • Oct. 9, 2024

Holiday shopping spans multiple channels. Here’s how retailers can meet CX needs.

Retailers can cater to holiday shoppers’ needs by offering great experiences for order pickup and in-store browsing alike.

By Bryan Wassel • Oct. 8, 2024

David’s Bridal wants to be your wedding copilot

The Pearl by David’s app helps brides plan their weddings with inspiration and a checklist. Chief Business Officer Elina Vilk believes it can improve the experience even more.

By Bryan Wassel • Oct. 8, 2024

Are customer success teams starting to stabilize?

Budget and staff cuts rocked SaaS companies for the past two years, but the worst appears to be over for customer success teams, according to a report by ChurnZero and others.

By Kristen Doerer • Oct. 7, 2024

C-store discounts resonate with loyalty members, fall flat with non-members, report shows

The American Customer Satisfaction Index shows a significant gap between the two consumer groups’ view of sales and promotion frequency.

By Jessica Loder • Oct. 4, 2024

How influencers sway consumer purchasing decisions

More consumers are placing their trust in influencers, especially in online communities with niche interests, a Mavely survey found.

By Kristen Doerer • Oct. 4, 2024

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 • Updated Oct. 4, 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

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 data management are just some of the areas these upcoming events will touch upon.

By Bryan Wassel , Kristen Doerer • Updated Jan. 27, 2025

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

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

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

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

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