Strategy: Page 14
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Home Depot names EVP of customer experience
Jordan Broggi will take charge of Home Depot’s customer experience initiatives as the retailer courts professional contractors.
By Bryan Wassel • May 31, 2024 -
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American Airlines chief commercial officer to depart
Vasu Raja is departing the company just months after American Airlines proposed changes to its loyalty program that would limit customers’ ability to earn points.
By Kristen Doerer • May 30, 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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Southwest allows Google Flights to display fares
The air carrier wants to increase its visibility and broaden its customer base by making it easier to compare fare options across airlines.
By Kristen Doerer • May 28, 2024 -
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Why summer can be a testing ground for holiday season preparedness
Companies can test CX strategies during elevated periods to ensure they’re delivering consistent experiences that work during the busy holiday season.
By Bryan Wassel • May 24, 2024 -
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Airlines’ secret for good CX during record summer travel? Staffing.
Major airlines added crew, mechanics and pilots to their payrolls in an effort to meet travelers expectations and ensure smooth journeys.
By Kristen Doerer • May 23, 2024 -
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Chase Bank reports record customer satisfaction across channels
Four in 5 primary bank customers said they would recommend Chase, the bank reported in its presentation to investors Monday.
By Kristen Doerer • May 23, 2024 -
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Macy’s shows 5% NPS gains at First 50 stores piloting experience investments
At its First 50 stores, which serve as a testing ground for future efforts, Macy's is emphasizing smart staffing and improved product displays.
By Bryan Wassel • May 22, 2024 -
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How Target bounced back from a major breach with a customer-centric response
The retailer’s efforts to recover from a 2013 data breach demonstrate several effective strategies for rebuilding customer trust.
By Rosalyn Page • May 22, 2024 -
Courtesy of Party City
Party City to reopen 3 stores featuring new format
The locations in Maryland, Florida and New Jersey have new design elements including a “balloon shopping experience” and “birthday worlds.”
By Tatiana Walk-Morris • May 22, 2024 -
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Spirit, Frontier eliminate change fees to compete with legacy carriers
The budget airlines eliminated change fees in an effort to offer customers greater flexibility and keep up with competition.
By Kristen Doerer • May 21, 2024 -
Retrieved from Chestnut Market.
5 ways retailers can improve the self-checkout experience
Experts from Mashgin, Invenco and other firms recently discussed common issues they see with kiosks and how retailers can address them.
By Brett Dworski • May 21, 2024 -
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Walmart’s focus on price, shopping experience is resonating with customers
“Profits are growing, customer NPS scores are increasing, and we're running a great operation,” EVP and CFO John David Rainey said on an earnings call.
By Nate Delesline III , Kristen Doerer • May 20, 2024 -
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Are organizations providing accessible digital experiences?
Research shows businesses are missing an opportunity to embed accessibility in the design process, which can result in better products and reduce costs.
By Kristen Doerer • May 16, 2024 -
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Supreme Court upholds CFPB’s funding structure
The 7-2 ruling puts an end to a case that threatened the Consumer Financial Protection Bureau’s existence.
By Dan Ennis • May 16, 2024 -
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Airlines sue to block DOT ‘junk fees’ rule
While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.
By Kristen Doerer • May 14, 2024 -
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OpinionWhy digital product passports are tailor-made for CX
While DPPs are part of the European Union’s larger plan to increase sustainable manufacturing practices, they also offer retailers a massive opportunity to engage with customers.
By Lars Rensing • May 14, 2024 -
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Why CX penalties hit organizations long after a cyber incident
“Even though there’s a high possibility that brand value can go down after a major incident, having reputational capital with customers helps them forgive the business,” an expert told CX Dive.
By Rosalyn Page • May 13, 2024 -
Permission granted by James Pothen
CFPB, DOT take aim at airline rewards
The two agencies raised concerns that airlines and card companies could arbitrarily devalue points accrued in their joint rewards programs, amounting to a bait-and-switch for customers.
By James Pothen • May 10, 2024 -
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California bans hidden fees starting July 1
The state will require businesses to include all mandatory fees in listed prices, making it harder for restaurants to impose service charges.
By Aneurin Canham-Clyne • May 10, 2024 -
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Southwest, Delta lead among airlines for customer satisfaction
Substantial investments in staff last year separated the two top-performing carriers from other airlines, according to J.D. Power.
By Kristen Doerer • May 9, 2024 -
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How Aflac built a customer-centric business culture
Placing customers at the center of everything they do is paramount for the insurance company, whether it’s simple transactional interactions or more complex claim assistance.
By Rosalyn Page • May 9, 2024 -
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The Gen Z traveler has landed: Here’s what the numbers say
Consumer expectations are evolving as many seek out opportunities to make up for time lost during the pandemic, per a recent PMG report.
By Sara Karlovitch • May 9, 2024 -
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Southwest adds loyalty member benefits, expands point-spending flexibility
The carrier now allows enrolled customers use a combination of points and cash to book flights as well as hotel stays.
By Kristen Doerer • May 8, 2024 -
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Starbucks needs to focus on experience, not transactions, former CEO says
Howard Schultz called on the coffee chain's executives to “spend more time with those who wear the green apron” and to better understand customer needs.
By Bryan Wassel • May 6, 2024 -
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Why survey begging leads to unreliable data — and what to do instead
“People want to be heard,” one expert told CX Dive. “You don't necessarily need to incentivize them.”
By S.L. Fuller • May 6, 2024
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