Strategy: Page 10
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Permission granted by Starbucks
Starbucks CEO’s 4-part strategy hinges on coffeehouse roots
In a letter to workers and customers, Brian Niccol laid out a multipart strategy for revitalizing Starbucks’ core business in the U.S.
By Aneurin Canham-Clyne • Sept. 11, 2024 -
Win McNamee via Getty Images
4 airlines face federal probe over loyalty program practices
The Department of Transportation ordered American, Delta, Southwest and United to provide records of their rewards program policies and practices.
By Kristen Doerer • Sept. 6, 2024 -
Explore the Trendline➔
blackCAT via Getty Images
TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
FG Trade Latin via Getty Images
Guest satisfaction up at hotels run by third-party management: J.D. Power
Davidson Hospitality Group had the highest satisfaction scores of other large hospitality management companies, outperforming independently operated ones.
By Jenna Graber • Sept. 6, 2024 -
Daphne Howland/CX Dive
Dick’s keeps expanding its experiential store footprint to fuel sales growth
The sporting goods retailer credited its House of Sport and Field House stores and improved online and associate experience for its solid earnings.
By Bryan Wassel • Sept. 6, 2024 -
The Good Brigade
Search drives customers to brands, reviews maintain trust
Customers often begin their online journeys with a search engine, but reviews are the leading source of trust, a Yext survey found.
By Kristen Doerer • Sept. 4, 2024 -
Ethan Swope via Getty Images
Birkenstock program members spend 25% more than other consumers
The footwear company is looking to expand its brick-and-mortar footprint and grow its online membership to create lifelong customers.
By Kristen Doerer • Updated Sept. 5, 2024 -
freemixer via Getty Images
Hospitality industry faces increased pressure over worker burnout, outdated training
More than half of front-line hospitality managers told Axonify their company doesn’t offer training to help well-being, engagement or motivation.
By Carolyn Crist • Sept. 3, 2024 -
Anna Moneymaker via Getty Images
CFPB chides retailers on fees for cash back
The federal agency surveyed major retailers and was concerned to find three of them impose $90 million in fees annually when consumers ask for cash back with a debit or prepaid card purchase.
By Lynne Marek • Aug. 30, 2024 -
Courtesy of Stitch Fix
At Stitch Fix, stylists move into the spotlight
In its quest to stem sales declines, the apparel box retailer has overhauled its customer experience model.
By Daphne Howland • Aug. 29, 2024 -
Chip Somodevilla via Getty Images
What brands can learn from government CX initiatives
Customer experience has become a focal point for many government agencies, offering takeaways for brands looking to prioritize trust.
By Rosalyn Page • Aug. 29, 2024 -
Scott Olson/Getty via Getty Images
CX pays. Just look at the stock market.
The companies that provide the best CX outperform the average S&P 500 return, according to a Watermark Consulting study.
By Kristen Doerer • Aug. 28, 2024 -
Scott Olson via Getty Images
Bloomin’ Brands turns to Delta executive to lead the company amid CX push
Delta COO Mike Spanos can apply his customer experience expertise to help turn around sales at the restaurant company’s struggling brands.
By Bryan Wassel • Aug. 27, 2024 -
Courtesy of Walmart
Walmart adds its first dining benefit to Walmart+ loyalty program
Amazon made a similar move in May, offering Prime members a free annual Grubhub+ membership.
By Nate Delesline III • Aug. 27, 2024 -
Joe Raedle via Getty Images
Credit card holders want simple cash-back rewards, study finds
With mounting financial pressures, credit card holders and loyalty members alike are seeking simple, cash-back rewards.
By Kristen Doerer • Aug. 27, 2024 -
Jon Rehg via Getty Images
How the federal government became a CX champion
From the Consumer Protection Bureau to the Federal Trade Commission, federal agencies have made protecting customers and improving CX a priority.
By Kristen Doerer • Aug. 26, 2024 -
Sean Gallup via Getty Images
Amazon allowing sellers to ditch physical returns
The offering for Fulfillment by Amazon users helps them avoid fees by simply having customers keep items, the company said.
By Max Garland • Aug. 23, 2024 -
The image by Renegomezphotography is licensed under CC BY-SA 4.0
Judge strikes down FTC noncompete ban nationwide
The ruling comes just 15 days prior to the ban’s Sept. 4 effective date.
By Ryan Golden • Updated Aug. 21, 2024 -
ChadaYui via Getty Images
FTC raised stakes for fake reviews, but CX leaders have a role to play
The Federal Trade Commission's finalized rule allows the agency to penalize bad actors, but businesses can still do more to combat fake reviews on their own sites.
By Kristen Doerer • Aug. 23, 2024 -
Chip Somodevilla via Getty Images
What the FTC’s fake reviews rule means for CX
Businesses and consumer rights groups welcomed the intervention, which experts said will make it easier to penalize bad actors.
By Kristen Doerer • Aug. 22, 2024 -
fizkes via Getty Images
Self-service often falls flat. Here’s how CX leaders can fix it.
Only 14% of customer service issues are fully resolved in self-service, Gartner found. This frustrates not just customers, but agents as well.
By Bryan Wassel • Aug. 21, 2024 -
"HK TKO zh:將軍澳 Tseung Kwan O PopCorn mall shop in January 2022" by CAHOGNSUIE 202 KADPA is licensed under CC BY-SA 4.0
Amid gloomy outlook, Estée Lauder looks to offer high-touch digital CX
The company is aiming to engage with new customers through helpful content and services as it sets out to reverse a sales decline.
By Kristen Doerer • Aug. 20, 2024 -
Michael M. Santiago via Getty Images
Walgreens taps retail and CX leaders amid turnaround effort
As Walgreens works to reboot its business, the company sees its new appointments as critical to its efforts to improve front of the store and omnichannel experience.
By Kristen Doerer • Aug. 19, 2024 -
Courtesy of Reebok
Reebok debuts fitness app in user experience push
The subscription-based Reebok Fitness app features on-demand workouts, nutritional guidance and the ability to connect with other users.
By Tatiana Walk-Morris • Aug. 19, 2024 -
Michael M. Santiago via Getty Images
Customer satisfaction dips, deviating from years of growth, ACSI found
The change could be the result of customer expectations leveling out after the pandemic, the impact of higher prices or a sign of inefficient CX practices, experts say.
By Kristen Doerer • Aug. 19, 2024 -
David Ryder via Getty Images
Will Brian Niccol’s CX success as CEO of Chipotle translate to Starbucks?
The executive spearheaded mobile ordering upgrades and better order fulfillment at Chipotle. Experts say the same lessons could improve CX at Starbucks.
By Bryan Wassel • Aug. 19, 2024
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