Strategy: Page 15
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Eric Thayer via Getty Images
Ford invests in dealer education to improve customer experience
With Ford University, the automaker is banking on highly informed dealers to serve as guides to customers throughout the buying process.
By Kristen Doerer • May 3, 2024 -
Mario Tama via Getty Images
Airline staffing and customer satisfaction reach new highs. It’s no coincidence.
“Three of the four factors of why airlines are doing well have to do with employees,” a Deloitte Digital analyst said.
By Kristen Doerer • May 2, 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 -
Courtesy of Domino's
Domino’s Q1 US sales driven by loyalty, promotions
Domestic comps rose 5.6%, the highest increase since 2021, due to rewards member growth, successful marketing campaigns and improved operations.
By Julie Littman • May 1, 2024 -
Daphne Howland/CX Dive
J. Jill to elevate customer service in some stores
The retailer’s multifaceted “One Wardrobe. No Limits” effort is based on research revealing women’s frustration with the clothes in their closets.
By Daphne Howland • April 30, 2024 -
Tasos Katopodis via Getty Images
IRS’ Direct File pilot earns high user satisfaction
Nine in 10 users of the free tax filing pilot ranked their experience as “excellent” or “above average,” according to a General Services Administration Touchpoints survey.
By Kristen Doerer • April 29, 2024 -
Quinn Rooney via Getty Images
Effective or creepy? How to offer personalization while maintaining trust
Customers enjoy personalization, “but only when they feel like the main purpose of it is to improve their experience,” one expert told CX Dive.
By S.L. Fuller • April 29, 2024 -
Tirachard via Getty Images
Influencers sway consumers but authenticity loses some clout, study says
Attitudes toward AI creators are mixed, and only 35% of Gen Zers say authenticity is what they care most about from influencers.
By Aaron Baar • April 26, 2024 -
Justin Sullivan via Getty Images
Chipotle makes order fulfillment, not fancier tech, its top CX focus
Faster order speed is “one of those things that cascades into everything being a lot better,” CEO Brian Niccol said.
By Bryan Wassel • April 25, 2024 -
Sam Silverstein/CX Dive
How Giant Food revamped its loyalty program
Private label is playing a starring role as the East Coast grocer looks to boost engagement with shoppers and demonstrate a commitment to value.
By Sam Silverstein • April 25, 2024 -
Portra via Getty Images
How frictionless experiences can grow loyalty
Ease of use stands out as a particularly strong loyalty driver when evaluating a good brand experience, a Mailchimp survey found.
By Kristen Doerer • April 24, 2024 -
Ethan Miller via Getty Images
Albertsons loyalty grows as it pushes ‘customers for life’
The grocery grew its loyalty program 16% during its last quarter and now reaches nearly 40 million members.
By Bryan Wassel • April 24, 2024 -
Catherine Douglas Moran/CX Dive
Walmart removes self-checkout from select stores
The retailer joins Target, Dollar General and other chains in recalibrating its reliance on self-service and rethinking the checkout experience.
By Kristen Doerer • April 23, 2024 -
Courtesy of Amazon
Amazon defends ‘Just Walk Out’ pullback
The retailer’s grab-and-go technology will be targeted to small stores, while its smart carts will be prevalent in grocery stores, the company said this week.
By James Pothen • April 22, 2024 -
Courtesy of HubSpot
HubSpot nixes chief customer officer role following executive departure
HubSpot will not fill the space left by the departure of Rob Giglio, but its sales, marketing and customer success heads will now have a direct line to the CEO.
By Bryan Wassel • April 19, 2024 -
Courtesy of JCPenney
Q&AWhy JCPenney’s loyalty program is the next step in its $1B turnaround plan
Chief Customer Officer Katie Mullen explained how the retailer's revamped program will deliver value to consumers and boost first-party data reserves.
By Chris Kelly • April 19, 2024 -
Courtesy of United Newsroom
United grows NPS despite hit from Boeing groundings
Though the Max 9 grounding cost it $200 million, United pointed to its customer experience wins as a bright spot that will carry the company forward.
By Kristen Doerer • April 18, 2024 -
SARINYAPINNGAM via Getty Images
Companies aren’t meeting customer expectations for delivery communications
Customers have clear expectations for order updates delivered through their preferred communication channel, but companies are falling short, ShipStation and Retail Economics found.
By Bryan Wassel • April 18, 2024 -
Anna Moneymaker via Getty Images
DOT, state attorneys general to clamp down on ‘deceptive’ airline practices
Consumer complaints of flight disruptions, airlines failing to offer refunds for canceled flights, lost baggage and more are at an all-time high, the Department of Transportation said.
By Kristen Doerer • April 17, 2024 -
Michael M. Santiago via Getty Images
Rent the Runway boosts NPS, plans more CX improvements
The company will add more on-site content aimed at inspiration and product discovery in an effort to return to growth.
By Bryan Wassel • April 16, 2024 -
Thai Phi Le/CX Dive
Why dynamic pricing sours restaurant dining experiences
Nearly two-thirds of consumers had a negative reaction to dynamic pricing, a HungerRush survey found.
By Kristen Doerer • April 16, 2024 -
Scott Olson via Getty Images
Does United have a customer trust problem?
Boeing’s safety issues have cast a shadow on the entire airline industry. United Airlines, however, has been the unlucky carrier to come under the public’s magnifying glass.
By Kristen Doerer • April 15, 2024 -
Thai Liang Lim via Getty Images
Deep DiveWhy more tech in stores shouldn’t mean fewer workers
Stores can automate more tasks than ever, including pricing, inventory management and checkout. But for theft prevention, customer service and brand engagement, they need humans.
By Daphne Howland • April 15, 2024 -
Courtesy of Teads
How Christian Dior made virtual try-ons a luxury experience
A virtual activation made with Perfect Corp. and Teads led to a 17% rise in consumers who recognize Christian Dior as a premium brand.
By Aaron Baar • April 11, 2024 -
Michael M. Santiago via Getty Images
What’s missing with AI rollouts? Employee trust.
Three in 5 leaders want to use AI to better communicate with frontline workers, but they need to build trust as well, according to Deloitte Digital.
By Bryan Wassel • April 11, 2024 -
Kevin Dietsch via Getty Images
Southwest misses 2023 customer satisfaction target
Operational excellence, customer satisfaction and financial success all influence executive bonus payouts. No executives hit their target in 2023, according to its latest SEC filing.
By Kristen Doerer • April 10, 2024
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