Strategy: Page 12
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Courtesy of JCPenney
JCPenney’s holiday playbook: Deals, in-store experiences and Martha Stewart
The embattled department store is leaning into its already successful “Really Big Deal Reveals” campaign and bringing back a nostalgic giveaway.
By Jessica Hammers • Oct. 18, 2024 -
Scott Olson via Getty Images
United credits tech and staff investments for rising NPS scores
Inter-airport collaboration, iPhones for flight attendants and trainings to bolster pilot professionalism are among the CX-boosting investments the airline has made.
By Bryan Wassel • Oct. 17, 2024 -
Explore the Trendline➔
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TrendlineTop 5 stories from CX Dive
The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.
By CX Dive staff -
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Experiences bring shoppers in-store. How can retailers stand out?
A majority of consumers visit stores for the experience, according to a Ryder survey. The kind of experience they want can differ, from picking up orders to seeking associate advice.
By Bryan Wassel • Oct. 17, 2024 -
Gorodenkoff via Getty Images
FTC unveils final ‘click-to-cancel’ rule for consumers
The agency rule targeting recurring payments comes amid a broader effort by the Biden administration to reduce consumer “junk” fees.
By Justin Bachman • Oct. 16, 2024 -
Permission granted by Rare Beauty
Deep Dive‘Everybody benefits’: Why the beauty industry needs to get serious about accessible packaging
Rare Beauty and Target have taken steps to develop guidance around universally accessible design. But the industry isn’t prioritizing it yet.
By Caroline Jansen • Oct. 16, 2024 -
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Bad experiences put $3.8 trillion at risk
While consumers are reporting fewer bad experiences, they are becoming less forgiving and will take their money elsewhere, according to Qualtrics XM Institute.
By Kristen Doerer • Oct. 15, 2024 -
Courtesy of Amazon
Amazon bundles online shopping of groceries and non-food items
The company is diversifying its marketplace and fulfillment centers to allow Prime members to add goods from Amazon.com, Amazon Fresh and Whole Foods in one cart.
By Peyton Bigora • Oct. 14, 2024 -
Jessica McGowan / Stringer via Getty Images
Delta touts CX wins despite revenue hit from CrowdStrike outage
The airline spent about $170 million on customer expense reimbursements and crew-related costs following the CrowdStrike outage.
By Kristen Doerer • Oct. 10, 2024 -
Sam Silverstein/CX Dive
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 -
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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 -
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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 -
Brendan Hoffman / Stringer via Getty Images
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 -
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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 -
Piranka via Getty Images
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 -
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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 -
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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 -
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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 -
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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 -
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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 -
Scott Olson via Getty Images
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 -
Permission granted by Forrester
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 June 30, 2025 -
PixelsEffect via Getty Images
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 -
Scott Olson via Getty Images
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 -
Kevin Dietsch via Getty Images
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
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