Strategy: Page 11
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Beyond cookies: Examples of how CX leaders are collecting customer data
Though cookies are sticking around, CX leaders are exploring different methods of collecting customer information, from zero- and first-party data to data clean rooms.
By Kristen Doerer • Aug. 16, 2024 -
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CFPB to scour banks’ chatbot use in White House initiative
A year after its order to fight "junk fees,” the CFPB is tasked with rooting out time-wasting “doom loops.”
By Dan Ennis • Aug. 16, 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 -
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Walmart used AI to crunch 850M product data points and improve CX
“We're finding tangible ways to leverage generative AI to improve the customer, member and associate experience,” Walmart CEO Doug McMillon said.
By Bryan Wassel • Aug. 15, 2024 -
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Why Delta focuses on change management in CX technology rollouts
Good change management starts by identifying where the experience is falling short and introducing technology as a solution — not the other way around, Delta’s Amin Lalani said.
By Bryan Wassel • Aug. 15, 2024 -
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FTC finalizes rule to prohibit sale or purchase of fake reviews
The rule prohibits businesses from buying reviews or testimonials, whether positive or negative, as well as the suppression of reviews.
By Kristen Doerer • Aug. 14, 2024 -
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Where CX leaders should spend their budgets
For all the talk of AI, experts urge businesses to invest in CX basics with an eye on strategic objectives — not technology.
By Kristen Doerer • Aug. 14, 2024 -
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Ace Hardware’s new store model to be ‘immersive shopping experience that you can’t find anywhere else’
The retailer's vice president of merchandising spoke about how the company is prioritizing innovation and community.
By Nate Delesline III • Aug. 13, 2024 -
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Where CX teams are investing their budgets
Optimistic about growing budgets in the year ahead, CX leaders are prioritizing technological investments and team-led initiatives, according to Forrester.
By Kristen Doerer • Aug. 12, 2024 -
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Why CX leaders struggle to demonstrate ROI and what to do about it
CX leaders too often fail to connect their metrics and initiatives to business objectives. But investments in data analytics, generative AI and CX basics are beginning to pay off.
By Kristen Doerer • Aug. 9, 2024 -
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How to navigate the overlap of CX and marketing responsibilities
As CX grows beyond its marketing roots, the two functions are tasked with figuring out how they can work side by side.
By S.L. Fuller • Aug. 8, 2024 -
Permission granted by Shake Shack
Shake Shack’s drive-thru times are way too long, CEO says
Customers have to wait twice as long as they should in the key service area, CEO Rob Lynch said. To speed things up, the company is taking steps like combining menu items.
By Julie Littman • Aug. 8, 2024 -
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StubHub is in the hot seat for ‘drip pricing.’ Here’s how it affects consumer behavior.
The attorney general for Washington, D.C., sued StubHub last week, accusing the online ticket platform of violating consumer protections. But just how do those surprise fees affect consumer behavior?
By Lisa Scherzer • Aug. 7, 2024 -
Courtesy of Etsy
Etsy to launch paid buyer membership program
Etsy Insider includes benefits like free domestic shipping on “millions” of items — at no cost to sellers.
By Tatiana Walk-Morris • Aug. 7, 2024 -
Courtesy of JD Sports
Nike, JD Sports expand connected loyalty program to the US
The move makes JD Sports the first global partner of the connected program, and comes as Nike leans back into wholesale.
By Cara Salpini • Aug. 6, 2024 -
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Good loyalty programs drive word-of-mouth recommendations
Most customers will recommend brands with good loyalty programs, but few pass the test and make members feel recognized, a recent study found.
By Bryan Wassel • Aug. 6, 2024 -
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US Senate committee approves bill targeting hotel ‘junk fees’
Hospitality associations applauded the approval of the Hotel Fees Transparency Act of 2023, with AHLA calling it a “step toward a more transparent booking process.”
By Jenna Graber • Aug. 6, 2024 -
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Wendy’s is ‘confident’ experience improvements will drive loyalty — and growth
A $15 million investment in its app and loyalty program is starting to pay off, CEO Kirk Tanner said.
By Kristen Doerer • Aug. 5, 2024 -
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How politically motivated review bombing can harm customer journeys
Reviews are incredibly important to customers’ shopping journey. But what happens when those reviews are part of a coordinated attack on a company for its political stance?
By Kristen Doerer • Aug. 2, 2024 -
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How employee experience drives customer experience
Frontline employees are the stewards of brand service. But are companies doing enough to support them?
By Kristen Doerer • Aug. 2, 2024 -
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EBay’s AI investments fuel streamlined experiences for buyers and sellers
Tools, like Shop the Look, help buyers find inspiration by showing multiple items together, while Magical Listing streamlines the listing process for sellers.
By Bryan Wassel • Aug. 1, 2024 -
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JetBlue hinges CX improvements on back-to-basics strategy
The carrier is expanding its product offerings to ensure the “customer value proposition remains attractive to the full spectrum of leisure customers,” CEO Joanna Geraghty said.
By Kristen Doerer • Aug. 1, 2024 -
Courtesy of Starbucks
As traffic dips, Starbucks takes action to reduce order times
Domestic comparable traffic fell 6% in Q3 despite the chain’s efforts to drive sales with product launches and improved operational throughput.
By Aneurin Canham-Clyne • Aug. 1, 2024 -
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Gen X is least tolerant of bad experiences, survey finds
While Gen Z is most likely to stay loyal to a brand, it takes just one or two bad experiences to lose most Gen X consumers, a Morning Consult survey found.
By Kristen Doerer • July 31, 2024 -
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McDonald’s says experience is the answer to sales slump
“We're getting faster, we're delivering a better experience, and when you put all that together, that's what defines value for the consumer,” EVP and CFO Ian Borden said.
By Bryan Wassel • July 30, 2024 -
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Good experiences are No. 1 reason customers are loyal, study finds
Nearly 3 in 5 customers say they are loyal to brands that provide good experiences, a Marqeta survey found.
By Kristen Doerer • July 30, 2024
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