Strategy: Page 11
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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 Kristen Doerer • Sept. 23, 2024 -
Joe Raedle/Getty Images via Getty Images
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 -
Explore the Trendline➔
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TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Adobe Stock/Westend61
Sponsored by Conduent5 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 -
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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 Bryan Wassel • Sept. 20, 2024 -
Scott Olson via Getty Images
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 -
Courtesy of White Castle
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 -
Win McNamee via Getty Images
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 -
Peyton Bigora/CX Dive
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 -
Drew Angerer via Getty Images
Travelers are satisfied with airports despite record crowds and rising costs
Airports have improved their food, beverage and retail offerings, but customers are spending less as costs rise, a J.D. Power study found.
By Kristen Doerer • Sept. 18, 2024 -
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How to use NPS
Net promoter scores are a jumping off point for data exploration, experts said. It's up to companies to find ways to tie the score to broader business outcomes.
By Bryan Wassel • Sept. 17, 2024 -
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Customer experience data is underused in business decisions, leaders say
Leaders want to see more department heads use CX data to guide technology adoption, a CallMiner study found.
By Bryan Wassel • Sept. 16, 2024 -
Courtesy of PayPal
PayPal seeks to attract users offline
The digital payments pioneer is leaning on cashback rewards to attract more consumer use in stores, and will also tap near-field technology to expand.
By Lynne Marek • Sept. 16, 2024 -
Brandon Bell via Getty Images
Kroger zeroes in on customer experience to build loyalty and sales
The grocer worked to fulfill digital orders faster and more accurately, which led to higher sales and stronger customer loyalty.
By Bryan Wassel • Sept. 13, 2024 -
Michael Loccisano/FilmMagic via Getty Images
Dave & Buster’s prioritizes tech investments on the hunt for better experience
Technology updates and the introduction of on-premise sales managers who tailor CX to specific stores are showing promise.
By Bryan Wassel • Sept. 12, 2024 -
Chip Somodevilla via Getty Images
FTC cracks down on subscription traps
The Biden-Harris administration is taking to task companies that trap consumers in recurring subscriptions and make it nearly impossible to cancel.
By Kristen Doerer • Sept. 12, 2024 -
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 -
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 -
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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 -
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 -
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
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