Strategy: Page 17
-
Peyton Bigora/CX Dive
Sprouts loyalty program looks to significantly boost first-party data collection
Set to pilot this summer, the specialty grocer’s loyalty program will operate on a points-based system and offer better insights into shopper behavior.
By Peyton Bigora • March 22, 2024 -
AzmanL via Getty Images
Back to CX basics: How to speak the language of the C-suite
Customer experience leaders are positioned to bring their fellow executives on board through the use of smart metrics and strong storytelling.
By Bryan Wassel • March 20, 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 -
Scott Olson via Getty Images
Companies aren’t fulfilling customer service promises, employees say
Customer expectations grew during the pandemic, but companies aren’t adequately staffing workplaces to keep pace, according to Gallup analysis.
By Kristen Doerer • March 19, 2024 -
Joe Raedle via Getty Images
Anheuser-Busch thanks BEES platform for customer satisfaction boost
The beverage company’s business-to-business e-commerce platform grew its net promoter score as well as its bottom line.
By Kristen Doerer • March 19, 2024 -
Lynne Marek/CX Dive
CFPB warns of ‘dangers’ on standards for open banking
“We know dangers exist when more powerful players weaponize industry standards,” Consumer Financial Protection Bureau Director Rohit Chopra said in advance of finalizing an open banking rule later this year.
By Lynne Marek • March 19, 2024 -
Justin Sullivan / Staff via Getty Images
Dick’s leans into experiential House of Sports format to fuel growth
The sporting goods retailer wants to open as many as 100 House of Sports locations, with features like rock climbing walls and indoor tracks, by 2027.
By Bryan Wassel • March 18, 2024 -
Yuri_Arcurs via Getty Images
Sponsored by Stellar Elements93% of business leaders have a CX blind spot. Are you one of them?
When silos form, more and more CX blind spots emerge, and CX debt increases. To stop that from happening — or to break down existing silos — business leaders need to form a united front.
March 18, 2024 -
Joe Raedle/Staff via Getty Images
Target rolls out express self-checkout lanes to speed up service
The retailer will introduce self-checkout lanes limited to 10 items and give managers more leeway to open and shut self-service lanes throughout the day.
By Bryan Wassel • March 15, 2024 -
Inside Creative House via Getty Images
Poor UX is the leading cause for unsatisfactory digital experiences
More than half of customers say they will switch brands if they are not satisfied with the digital user experience, according to a new Publicis Sapient survey.
By Bryan Wassel • March 15, 2024 -
Permission granted by Chick-fil-A
Chick-fil-A to open first digital-only pickup restaurant in NYC
The 3,500-square-foot walk-up restaurant is the first of two digital-focused locations to open this year, with an elevated drive-thru expected to follow.
By Julie Littman • March 15, 2024 -
Scott Olson via Getty Images
American Airlines’ NPS score jumps thanks to improved completion
The key to serving customers “is reliability, getting people from start to finish with their bags on time, every time,” American Airlines CEO Robert Islom said.
By Kristen Doerer • March 14, 2024 -
Kohl’s plans to expand checkout spaces, credit cards in 2024
The retailer is expanding dedicated checkout spaces to an additional 350 stores and aiming to convert more shoppers to its co-branded credit card.
By Bryan Wassel • March 13, 2024 -
Alex Grimm via Getty Images
Lufthansa to invest billions in CX
But first, the airline needs to address striking crew members, who say that Lufthansa’s record profits are a sign it can pay crew members more.
By Kristen Doerer • March 12, 2024 -
nd3000 via Getty Images
Sponsored by Stellar ElementsAddressing your CX debt starts with admitting you have a problem
CX debt isn’t just another buzzword; it’s a wake-up call. This debt is a continued financial toll accumulating from unresolved CX gaps in an organization.
March 11, 2024 -
Justin Sullivan via Getty Images
Customers trust their banks, but data security is a top worry, survey finds
Good customer service was the leading reason for customer satisfaction, a EPAM Continuum report found.
By Kristen Doerer • March 8, 2024 -
Taunya Moore/CX Dive
Tractor Supply revamps loyalty program with lower threshold for perks
The over 30 million Neighbor’s Club members represent more than three-quarters of sales for the retailer.
By Tatiana Walk-Morris • March 8, 2024 -
Scott Olson/Getty Images via Getty Images
Foot Locker touts high NPS scores as sign of turnaround
The retailer credited store associates for its high net promoter scores and shared its plans to better connect its digital and physical experiences.
By Bryan Wassel • March 7, 2024 -
Brandon Bell via Getty Images
Aim for forgettable experiences, CSG says
Yes, it’s counterintuitive. But customers value easy experiences over exceptional ones, CSG said in a recent report.
By Kristen Doerer • March 6, 2024 -
Courtesy of Stitch Fix
Stitch Fix hints at new client experience as declines persist
The apparel box e-retailer lowered its guidance for its full fiscal year, ending in July, and CEO Matt Baer asked for patience with its transformation.
By Daphne Howland • March 6, 2024 -
Courtesy of Target
Target upgrades loyalty program, rolls out paid membership
Target Circle 360 will cost $99 a year and comes as the retailer plans 300 new stores in the coming decade.
By Nate Delesline III • March 5, 2024 -
Spencer Platt via Getty Images
Best Buy leans into customer experience as a sales driver
With the vast majority of its revenue coming from known shoppers, Best Buy plans to upgrade its app to better serve its most valuable customers.
By Bryan Wassel • March 4, 2024 -
Spencer Platt via Getty Images
Why Chase keeps investing in brick-and-mortar
“Consumers want both the ease and flexibility of banking from their phone, and access to branches and experts that can help them navigate life moments,” Chase’s head of digital products and channel told CX Dive.
By Kristen Doerer • March 1, 2024 -
Permission granted by Berry Global
Wendy’s backtracks on dynamic pricing
The company said Tuesday that it would not charge higher prices during peak hours. This statement follows widespread consumer backlash on social media in response to mention of a dynamic pricing test in its Q4 earnings call.
By Aneurin Canham-Clyne • March 1, 2024 -
Mario Tama via Getty Images
Cava plots ‘3.0’ store design for a more inviting dining experience
The fast-growing Mediterranean chain wants to make its restaurants more comfortable and inviting for customers to bolster sales.
By Emma Liem Beckett • Feb. 29, 2024 -
Mohamed Farag via Getty Images
Porsche names new head of North America customer experience
Christine Russell Fleischer, who was most recently at Infiniti, will take over as VP of customer experience and will report to CEO Timo Resch.
By Kristen Doerer • Feb. 27, 2024
Previous
