Strategy: Page 13
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Retrieved from Placer.ai on June 27, 2024
Albertsons, Fresh Thyme execs talk grocery consumers’ changing behaviors
Where shoppers are fulfilling their meal needs “looks really, really different than it did a few years ago,” Lisa Kinney of Albertsons said during a virtual event.
By Sam Silverstein • June 28, 2024 -
pixdeluxe via Getty Images
Companies don’t need pricey tech to improve customer service, Gartner says
Careful planning and data organization can help companies resolve customer service journeys in fewer channels without breaking the budget.
By Bryan Wassel • June 27, 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 -
Cara Salpini/CX Dive
Customers want rewards and exclusive perks from loyalty programs, survey finds
Consumers want the ability to earn rewards points towards discounts, bonuses or exclusive merchandise, according to a Snappy survey.
By Kristen Doerer • June 27, 2024 -
Scott Olson via Getty Images
Customer experience scores plummet to record lows, Forrester finds
For most companies, performance dropped across three metrics — effectiveness, ease and emotion. Only airlines bucked the trend.
By Kristen Doerer • June 26, 2024 -
ProfessionalStudioImages via Getty Images
Shoppers don’t love in-store experiences as much as retailers think, study finds
Consumers want fun, efficient in-store experiences that blend seamlessly with online experiences, a RSR and Jumpmind study found.
By Bryan Wassel • June 25, 2024 -
Adam Glanzman via Getty Images
New Balance launches trade-in program in nearly 100 stores
In partnership with Archive, the brand is scaling its Reconsidered program where customers bring in gently worn footwear to receive a voucher toward their next purchase.
By Tatiana Walk-Morris • June 25, 2024 -
Courtesy of Brooks Running
Brooks turns shoe finding into zero-party data
The brand provides customers a guide to find the best running shoe for them. Its questions also help collect zero-party data.
By Kristen Doerer • June 24, 2024 -
Scott Olson via Getty Images
Foot Locker simplifies loyalty program, adds cash back
The shoe retailer soft launched a revamped FLX loyalty program last week, using extensive voice of the customer research to offer tangible rewards, a Foot Locker executive told CX Dive.
By Kristen Doerer • June 24, 2024 -
Brandon Bell via Getty Images
Kroger associates help drive ‘dramatically reduced’ order fulfillment times
The company credited investing in its associates with speeding up digital grocery orders and improving in-store experiences.
By Bryan Wassel • June 21, 2024 -
Permission granted by Forrester
How can brands use generative AI without alienating customers? ‘Disclose, disclose, disclose’
Consumer trust in generative AI is exceedingly low. It’s up to brands to bring customers along as they deploy the technology — or risk losing their trust.
By Kristen Doerer • June 21, 2024 -
Mark Davis via Getty Images
Dave & Buster’s sees customer satisfaction growth despite higher game prices
Guest satisfaction scores are at historical highs, and CEO Chris Morris believes there is room to increase game prices without taking a hit.
By Bryan Wassel • June 14, 2024 -
Sam Silverstein/CX Dive
How pricing intersects with CX
Not all businesses consider pricing a function of customer experience. But one typically impacts the other.
By S.L. Fuller • June 13, 2024 -
Thai Phi Le/CX Dive
Discounters are winning as shoppers demand high quality and low prices: report
Chains like Aldi and Walmart are gaining ground with shoppers by stepping up their focus on fresh food and convenience, Boston Consulting Group found.
By Sam Silverstein • June 13, 2024 -
Courtesy of Verizon
A look at Verizon’s individualized approach to customer experiences
Our strategy is “not about the larger Verizon — it’s about the individual customer and the individual interaction,” CCXO Brian Higgins told CX Dive.
By Bryan Wassel • June 12, 2024 -
Delmaine Donson via Getty Images
Inclusive language can improve the employee experience, report finds
Organizations that don’t prioritize inclusive language in their communications send the message that they don’t prioritize belonging, McLean & Co. said.
By Laurel Kalser • June 11, 2024 -
Justin Sullivan via Getty Images
How retailers can fight theft without hurting customer experience
Locked cases drive potential customers to online alternatives. Helpful associates assist customers while inconveniencing crooks.
By Bryan Wassel • June 10, 2024 -
Cara Salpini/CX Dive
Bath & Body Works loyalty members drove 80% of US sales
Satisfaction is up, too, with the loyalty program boasting a 93% satisfaction rating, according to a recent earnings report.
By Kristen Doerer • June 7, 2024 -
Scott Olson via Getty Images
Sam’s Club looks to members to bolster private label offerings
In a new initiative, the Walmart-owned club retailer is enlisting the help of 50,000 shoppers to help co-create products for its Member’s Mark line.
By Peyton Bigora • June 7, 2024 -
Bryan Wassel/CX Dive
How engaged employees can become evangelists for new tech rollouts
Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.
By Bryan Wassel • June 6, 2024 -
Courtesy of Stitch Fix
Amid ongoing declines, Stitch Fix pilots customer experience improvements for summer launch
A core group of customers is keeping and spending more per box, suggesting that the company is on the right track, analysts said.
By Daphne Howland • June 6, 2024 -
blackCAT via Getty Images
OpinionHow leaders can nurture post-purchase experiences for customer loyalty
The customer journey doesn't end when a customer clicks “buy.” What transpires after the transaction can transform customers into brand advocates.
By Leah Leachman • June 5, 2024 -
Anna Moneymaker / Staff via Getty Images
CFPB creates ‘corporate repeat offenders’ registry to track consumer law violations
Nonbank financial institutions facing court orders from federal, state or local agencies must now register with the Consumer Financial Protection Bureau.
By Kristen Doerer • June 4, 2024 -
Courtesy of Stellantis
Stellantis names chief customer experience officer
Olivier Bourges is tasked with making Stellantis the top automaker in customer service as part of the company’s Dare Forward 2030 strategic plan.
By Kalena Thomhave • June 4, 2024 -
Permission granted by Fiserv
‘They feel like they got tricked’: How tipping requests can hurt customer relationships
Consumers are being asked to tip more often and for more services than they were in the past. It’s leaving them with a bad taste in their mouths.
By Lisa Scherzer • June 3, 2024 -
Permission granted by Dollar General
Dollar General to eliminate ‘vast majority’ of self-checkout, reduce new store openings
Despite a 6% Q1 net sales rise and performance that beat analyst expectations, shrink remains a significant headwind, CEO says.
By Nate Delesline III • June 3, 2024
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