Strategy: Page 2

  • A customer walks down a grocery aisle.
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    Scott Olson via Getty Images
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    Customer experience scores plummet to record lows, Forrester finds

    For most companies, performance dropped across three metrics — effectiveness, ease and emotion. Only airlines bucked the trend.

    By • June 26, 2024
  • A woman looks at groceries in a store
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    ProfessionalStudioImages via Getty Images
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    Shoppers don’t love in-store experiences as much as retailers think, study finds

    Consumers want fun, efficient in-store experiences that blend seamlessly with online experiences, a RSR and Jumpmind study found.

    By • June 25, 2024
  • Woman displays an app to rate your experience at a store. Explore the Trendline➔
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    Hispanolistic via Getty Images
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    Trendline

    Top 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
  • A closeup of New Balance CEO Robert DeMartini wearing New Balance 990 dad shoes.
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    Adam Glanzman via Getty Images
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    New Balance launches trade-in program in nearly 100 stores

    In partnership with Archive, the brand is scaling its Reconsidered program where customers bring in gently worn footwear to receive a voucher toward their next purchase.

    By Tatiana Walk-Morris • June 25, 2024
  • Two people in Brooks Running apparel and shoes run down a road.
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    Courtesy of Brooks Running
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    Brooks turns shoe finding into zero-party data

    The brand provides customers a guide to find the best running shoe for them. Its questions also help collect zero-party data.

    By • June 24, 2024
  • Shot of Foot Locker store with logo
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    Scott Olson via Getty Images
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    Foot Locker simplifies loyalty program, adds cash back

    The shoe retailer soft launched a revamped FLX loyalty program last week, using extensive voice of the customer research to offer tangible rewards, a Foot Locker executive told CX Dive.

    By • June 24, 2024
  • A customer walks into a Kroger grocery store.
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    Brandon Bell via Getty Images
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    Kroger associates help drive ‘dramatically reduced’ order fulfillment times

    The company credited investing in its associates with speeding up digital grocery orders and improving in-store experiences.

    By • June 21, 2024
  • A person walks on a stage and gives a speech.
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    Permission granted by Forrester
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    How can brands use generative AI without alienating customers? ‘Disclose, disclose, disclose’

    Consumer trust in generative AI is exceedingly low. It’s up to brands to bring customers along as they deploy the technology — or risk losing their trust.

    By • June 21, 2024
  • Guests play arcade games at Dave & Buster's.
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    Mark Davis via Getty Images
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    Dave & Buster’s sees customer satisfaction growth despite higher game prices

    Guest satisfaction scores are at historical highs, and CEO Chris Morris believes there is room to increase game prices without taking a hit.

    By • June 14, 2024
  • Aldi in Florida
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    Thai Phi Le/CX Dive
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    Discounters are winning as shoppers demand high quality and low prices: report

    Chains like Aldi and Walmart are gaining ground with shoppers by stepping up their focus on fresh food and convenience, Boston Consulting Group found.

    By Sam Silverstein • June 13, 2024
  • Cucumbers in a grocery store
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    Sam Silverstein/CX Dive
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    How pricing intersects with CX

    Not all businesses consider pricing a function of customer experience. But one typically impacts the other.

    By S.L. Fuller • June 13, 2024
  • The outside of a Verizon store as people walk by.
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    Courtesy of Verizon
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    A look at Verizon’s individualized approach to customer experiences

    Our strategy is “not about the larger Verizon — it’s about the individual customer and the individual interaction,” CCXO Brian Higgins told CX Dive.

    By • June 12, 2024
  • A person holding a cell phone with both hands.
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    Delmaine Donson via Getty Images
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    Inclusive language can improve the employee experience, report finds

    Organizations that don’t prioritize inclusive language in their communications send the message that they don’t prioritize belonging, McLean & Co. said.

    By Laurel Kalser • June 11, 2024
  • Items are locked behind cabinets in a Walgreens aisle
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    Justin Sullivan via Getty Images
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    How retailers can fight theft without hurting customer experience

    Locked cases drive potential customers to online alternatives. Helpful associates assist customers while inconveniencing crooks.

    By • June 10, 2024
  • A Bath and Body Works storefront
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    Cara Salpini/CX Dive
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    Bath & Body Works loyalty members drove 80% of US sales

    Satisfaction is up, too, with the loyalty program boasting a 93% satisfaction rating, according to a recent earnings report.

    By • June 7, 2024
  • A shopper with a shopping cart full of merchandise stands in front of a Sam's Club sign outside the store
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    Scott Olson via Getty Images
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    Sam’s Club looks to members to bolster private label offerings

    In a new initiative, the Walmart-owned club retailer is enlisting the help of 50,000 shoppers to help co-create products for its Member’s Mark line. 

    By Peyton Bigora • June 7, 2024
  • Four people sit in chairs on a stage.
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    Bryan Wassel/CX Dive
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    How engaged employees can become evangelists for new tech rollouts

    Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.

    By • June 6, 2024
  • The arms of a person wearing a striped shirt can be seen taking an envelope out of a box filled with clothes.
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    Courtesy of Stitch Fix
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    Amid ongoing declines, Stitch Fix pilots customer experience improvements for summer launch

    A core group of customers is keeping and spending more per box, suggesting that the company is on the right track, analysts said.

    By Daphne Howland • June 6, 2024
  • A person opens a package and reads a note.
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    blackCAT via Getty Images
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    Opinion

    How leaders can nurture post-purchase experiences for customer loyalty

    The customer journey doesn't end when a customer clicks “buy.” What transpires after the transaction can transform customers into brand advocates.

    By Leah Leachman • June 5, 2024
  • Consumer Financial Protection Bureau Director Rohit Chopra
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    Anna Moneymaker / Staff via Getty Images
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    CFPB creates ‘corporate repeat offenders’ registry to track consumer law violations

    Nonbank financial institutions facing court orders from federal, state or local agencies must now register with the Consumer Financial Protection Bureau.

    By • June 4, 2024
  • The Stellantis sign outside the company’s North American office in Auburn Hills, Michigan.
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    Courtesy of Stellantis
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    Stellantis names chief customer experience officer

    Olivier Bourges is tasked with making Stellantis the top automaker in customer service as part of the company’s Dare Forward 2030 strategic plan.

    By Kalena Thomhave • June 4, 2024
  • A Dollar General sign and brick storefront on a cloudy day with the company's signature black on yellow logo
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    Permission granted by Dollar General
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    Dollar General to eliminate ‘vast majority’ of self-checkout, reduce new store openings

    Despite a 6% Q1 net sales rise and performance that beat analyst expectations, shrink remains a significant headwind, CEO says.

    By Nate Delesline III • June 3, 2024
  • A customer pays using a Clover device
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    Permission granted by Fiserv
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    ‘They feel like they got tricked’: How tipping requests can hurt customer relationships

    Consumers are being asked to tip more often and for more services than they were in the past. It’s leaving them with a bad taste in their mouths.

    By Lisa Scherzer • June 3, 2024
  • A custome renters a Home Depot store
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    Justin Sullivan via Getty Images
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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 • May 31, 2024
  • An American Airlines plane lands
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    Joe Raedle via Getty Images
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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 • May 30, 2024
  • A Southwest Airlines airplane taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Kevin Dietsch via Getty Images
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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 • May 28, 2024