Strategy: Page 18
-
AaronAmat via Getty Images
When companies forget empathy, they risk customer trust and loyalty
While businesses often think of empathy in human-to-human interactions, it’s equally important in digital experiences, Forrester research found.
By Kristen Doerer • Feb. 27, 2024 -
Courtesy of Domino's
Domino’s loyalty relaunch draws 2M new members
Strengthened by its emergency pizza marketing stunt, Domino’s updated rewards program helped bolster traffic and comparable sales.
By Aneurin Canham-Clyne • Feb. 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 -
Scott Olson via Getty Images
American, United raise bag fees, other carriers likely to follow
As airlines look to cut costs, they will have to be careful not to draw the ire of customers, who are already frustrated by the increasing price of air travel.
By Kristen Doerer • Feb. 26, 2024 -
Delmaine Donson via Getty Images
Back to CX basics: How to understand your customers
Leaders need to be in touch with customers’ needs to identify the investments that will make the biggest difference in overall outcomes.
By Bryan Wassel • Feb. 23, 2024 -
Retrieved from Amazon.
Amazon Fresh launches Recurring Reservations feature for online shopping
The new feature allows grocery customers to choose a time for pickup or delivery orders up to a week in advance.
By Peyton Bigora • Feb. 23, 2024 -
Pekic via Getty Images
Are businesses listening to what customers don’t say?
CX leaders need to pay attention to the "silent signals" from unhappy customers who don’t raise their hands to voice their complaints.
By Michael Hinshaw • Feb. 22, 2024 -
South_agency via Getty Images
Gartner expects the EU to mandate ‘right to talk to a human’ by 2028
Customer service leaders investing heavily in AI solutions would do well to keep a human in the loop, Gartner advises.
By Kristen Doerer • Feb. 20, 2024 -
anyaberkut via Getty Images
Travel loyalty program providers fall short
A new study from arrivia reveals a divide between what customers want and what businesses assume.
By Kristen Doerer • Feb. 20, 2024 -
I going to make a greatest artwork as I can, by my head, my hand and by my mind. via Getty Images
Buy now, pay later popularity rises among ‘financially fragile’ consumers
About 60% of that group has used buy now, pay later services five or more times in the past year, compared to just over 20% of financially stable consumers, the New York Fed said.
By Caitlin Mullen • Feb. 16, 2024 -
Justin Sullivan via Getty Images
Burger King, Popeyes lean into kiosks, remodels to spur speedy service
Parent company Restaurant Brands International is focusing on improving speed and convenience as drivers of customer satisfaction.
By Bryan Wassel • Feb. 15, 2024 -
Delmaine Donson via Getty Images
Peer-to-peer payment platforms have a trust problem, AARP says
“When it comes to addressing instances of financial exploitation, consumers are less likely to trust P2P platforms than banks and credit unions,” an AARP survey reported.
By Tatiana Walk-Morris • Feb. 15, 2024 -
Brandon Bell via Getty Images
Consumers seek in-store returns and no-label shipping, FedEx study finds
Most consumers think returns have become easier in recent years, according to FedEx. People have also grown accustomed to convenient return options.
By Bryan Wassel • Feb. 14, 2024 -
Brothers91 via Getty Images
Slow websites are frustrating visitors, causing dips in engagement
JavaScript errors were to blame for the increasing rate of frustrating digital experiences, according to a new Contentsquare study.
By Kristen Doerer • Feb. 14, 2024 -
Brothers91 via Getty Images
This Valentine’s Day, give the CX gift that matters: personalization
As the rate of returned Valentine’s Day gifts increase, some retailers are looking to improve personalized offers to make sure customers get the right gift.
By Kristen Doerer • Feb. 14, 2024 -
Oatawa via Getty Images
Search refinement tools increase consumer spending, satisfaction
When one of the largest e-commerce platforms in China rolled out a picture-text refinement search tool, it became a win-win for the company and its customers.
By Kristen Doerer • Feb. 12, 2024 -
Chris Hondros via Getty Images
JPMorgan banks on branch expansion to build customer relationships
JPMorgan plans on opening 500 branches in the next three years that will feature a consultation area for customers to have private conversations.
By Rajashree Chakravarty • Feb. 9, 2024 -
Courtesy of Chipotle
Chipotle combines automation, training to spur speedy service
The restaurant is banking on loyalty improvements, automation and improved store management to ensure fast and accurate service.
By Bryan Wassel • Feb. 9, 2024 -
courtneyk via Getty Images
CXOs struggle to identify appropriate metrics, demonstrate ROI
Chief experience officers need to demonstrate measurable progress to get the buy-in from executive leadership, according to Deloitte Digital’s CXO.
By Kristen Doerer • Feb. 8, 2024 -
Pgiam for iStock via Getty Images
Inside the IRS’ journey to allow taxpayers to file for free
In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.
By Kristen Doerer • Feb. 8, 2024 -
courtneyk via Getty Images
Customer service leaders to prioritize customer journey analytics in 2024
As customer journey analytics become more affordable and accessible, more leaders are investing in the service.
By Kristen Doerer • Feb. 7, 2024 -
David Ramos via Getty Images
Verizon’s first-ever customer experience officer aims to simplify plan shopping
Brian Higgins will oversee the telecommunication provider’s new CX organization, which has an initial goal of simplifying Verizon’s myPlan service.
By Bryan Wassel • Feb. 6, 2024 -
Courtesy of Southwest Airlines
Southwest redesigns cabins, seats for CX refresh
The airline’s latest customer experience initiatives bring deep blue tones and sky blue accents to its cabin and adjustable headrests to its seats.
By Kristen Doerer • Feb. 5, 2024 -
Courtesy of Kellanova
Why Kellanova turned to customer-provided data to bolster personalization
Companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers as privacy standards change.
By Rosalyn Page • Feb. 5, 2024 -
Permission granted by Sweetgreen
Sweetgreen adds annual loyalty subscription for $100
Enrollment in the company’s rewards program was up 25% during the back half of 2023, and an annual option could further accelerate membership growth.
By Aneurin Canham-Clyne • Feb. 5, 2024 -
Julia Gomina via Getty Images
Aisles Abroad: How grocers overseas are innovating checkout experiences
From paying with smiles to personalized pricing for scan-and-go, here’s how grocers outside the U.S. are offering different ways to shop and pay.
By Catherine Douglas Moran • Feb. 2, 2024
Previous
