Strategy: Page 27
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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 -
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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 -
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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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 -
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 -
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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 -
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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 -
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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 -
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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 -
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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 -
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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 -
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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 -
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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 -
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 -
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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 -
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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 -
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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 -
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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 -
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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 -
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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
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