How Dow grew customer satisfaction in support services

By using voice of the customer insights, Dow identified problem areas in its support services and revamped its CX strategy.

By Kristen Doerer • Jan. 5, 2024

How to build — and develop — long-term customer relationships

Instead of fixating on short-term metrics or broad market share, Safe Software focuses on the lasting value that comes from building community.

By Rosalyn Page • Jan. 4, 2024

Explore the Trendline➔

Loyalty

In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.

By CX Dive staff

Poor website experiences are costing businesses

Consumers abandon an average of five purchases every year due to poor websites, a Storyblok survey found.

By Kristen Doerer • Dec. 22, 2023

Ulta Beauty to expand and refresh loyalty program

The loyalty program, which has over 42 million active members, will launch in January with a new name and an enhanced birthday gift experience.

By Nate Delesline III • Dec. 21, 2023

For Southwest’s first chief customer officer, his No. 1 concern is trust

Tony Roach spoke with CX Dive about the lessons learned from last year’s holiday travel fiasco, and what the airline is doing to illustrate improvements to customers.

By Kristen Doerer • Dec. 21, 2023

The biggest CX lessons of the 2023 holiday season

The holidays are drawing to a close, but it’s never too early to start preparing for next year.

By Bryan Wassel • Dec. 20, 2023

What draws customers into stores?

Consumers place a premium on retail that cultivates an atmosphere of discovery and community, research from Mood Media found. Scents even play a role. 

By Bryan Wassel • Dec. 19, 2023

How to maintain trust in the holiday cyberthreat season

Trust is a cornerstone of a good experience, and retailers need to reassure customers that their data is safe during the holidays.

By Kristen Doerer • Dec. 18, 2023

IRS wants to make it easier for you to pay your taxes

The agency, as it puts a renewed focus on taxpayer experience, is piloting its own tax filing software.

By Kristen Doerer • Dec. 15, 2023

Cava is bolstering customization through catering, loyalty strategy

The Mediterranean fast casual is looking to deepen engagement with existing customers and win new fans by expanding its catering and introducing a new loyalty program.

By Emma Liem Beckett • Dec. 15, 2023

Google Pay to launch buy now, pay later pilot

The tech giant tapped Affirm and Zip to pilot installment payment options through Google Pay.

By Caitlin Mullen • Dec. 14, 2023

Hyundai creates CX division, combining retail and after-sales

Michel Poirier will lead the division, which was created in an effort to streamline the automaker’s CX efforts.

By Kristen Doerer • Dec. 13, 2023

‘An easy fix’: IRS expands callback option

“We like to say, the era of listening to elevator music to get a hold of the IRS is over,” IRS Commissioner Daniel Werfel said.

By Kristen Doerer • Dec. 13, 2023

McDonald’s orders up data-powered CX improvements

Information from hundreds of millions of customers will enable greater personalization and power smarter in-store generative AI features.

By Bryan Wassel • Dec. 12, 2023

4 in 5 vets trust the VA. The secret lies in employee experience

The VA found that where employees felt more engaged, patients tended to report that their healthcare provider was attentive to their needs.

By Kristen Doerer • Dec. 12, 2023

How J. Jill nurtured brand loyalty through customer connection

When it comes to strengthening loyalty, CX is a key ingredient. So what lessons should brands apply at a time of overwhelming choice and heavy competition?

By Rosalyn Page • Dec. 11, 2023

Is an ‘employee experience winter’ coming?

Investing in the workforce can improve the customer experience, one Forrester analyst said: “Happy employees lead to happy customers.” 

By Jen A. Miller • Dec. 11, 2023

Most leaders think they offer great experiences, but customers beg to differ

Executives believe they have mastered CX, but the gap between their perception and how consumers feel is wide.

By Kristen Doerer • Dec. 8, 2023

CX leaders are moving up the C-suite hierarchy

Customer-obsessed businesses are elevating CX in the org chart to give it the visibility, resources and C-suite attention it needs, one Forrester analyst said.

By Kristen Doerer • Dec. 6, 2023

Why Domino’s is awarding half a million dollars in snow plowing grants

Chief Brand Officer Kate Trumbull explained how the chain’s latest effort shows off an "experienced by few, seen by many" ethos.

By Chris Kelly • Dec. 6, 2023

Ulta Beauty workers maintain CX despite rising security precautions

Increased staffing will enable stronger theft prevention without slowing customer checkouts during the holiday rush.

By Bryan Wassel • Dec. 5, 2023

World of Hyatt ‘reimagines’ loyalty program benefits

In its latest bid to improve the guest experience, Hyatt updated its milestone rewards tiers based on direct feedback from loyalty members.

By Jenna Graber • Dec. 4, 2023

Kroger improves pickup experience, personalized offerings in CX push

Improvements to the grocer’s pickup program have resulted in higher NPS for the service, CEO Rodney McMullen said.

By Bryan Wassel • Dec. 4, 2023

Nordstrom hinges CX strategy on personalization and convenience

Investments in better data and analytics, as well as faster delivery times, aim to benefit shoppers whether they prefer shopping in-store or online.

By Bryan Wassel • Updated March 11, 2024

Holiday CX quality dips when the last mile is forgotten

Looming parties and gift-giving occasions make holiday deliveries sensitive, but open communications can ease consumers’ concerns.

By Bryan Wassel • Nov. 29, 2023