Strategy: Page 17
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FTC raised stakes for fake reviews, but CX leaders have a role to play
The Federal Trade Commission's finalized rule allows the agency to penalize bad actors, but businesses can still do more to combat fake reviews on their own sites.
By Kristen Doerer • Aug. 23, 2024 -
The image by Renegomezphotography is licensed under CC BY-SA 4.0
Judge strikes down FTC noncompete ban nationwide
The ruling comes just 15 days prior to the ban’s Sept. 4 effective date.
By Ryan Golden • Updated Aug. 21, 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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What the FTC’s fake reviews rule means for CX
Businesses and consumer rights groups welcomed the intervention, which experts said will make it easier to penalize bad actors.
By Kristen Doerer • Aug. 22, 2024 -
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Self-service often falls flat. Here’s how CX leaders can fix it.
Only 14% of customer service issues are fully resolved in self-service, Gartner found. This frustrates not just customers, but agents as well.
By Bryan Wassel • Aug. 21, 2024 -
"HK TKO zh:將軍澳 Tseung Kwan O PopCorn mall shop in January 2022" by CAHOGNSUIE 202 KADPA is licensed under CC BY-SA 4.0
Amid gloomy outlook, Estée Lauder looks to offer high-touch digital CX
The company is aiming to engage with new customers through helpful content and services as it sets out to reverse a sales decline.
By Kristen Doerer • Aug. 20, 2024 -
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Walgreens taps retail and CX leaders amid turnaround effort
As Walgreens works to reboot its business, the company sees its new appointments as critical to its efforts to improve front of the store and omnichannel experience.
By Kristen Doerer • Aug. 19, 2024 -
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Will Brian Niccol’s CX success as CEO of Chipotle translate to Starbucks?
The executive spearheaded mobile ordering upgrades and better order fulfillment at Chipotle. Experts say the same lessons could improve CX at Starbucks.
By Bryan Wassel • Aug. 19, 2024 -
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Customer satisfaction dips, deviating from years of growth, ACSI found
The change could be the result of customer expectations leveling out after the pandemic, the impact of higher prices or a sign of inefficient CX practices, experts say.
By Kristen Doerer • Aug. 19, 2024 -
Courtesy of Reebok
Reebok debuts fitness app in user experience push
The subscription-based Reebok Fitness app features on-demand workouts, nutritional guidance and the ability to connect with other users.
By Tatiana Walk-Morris • Aug. 19, 2024 -
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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 -
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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 -
Permission granted by Ace Hardware
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 -
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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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