Strategy: Page 4

  • A rendering of a bagel shop.
    Image attribution tooltip
    Courtesy of Einstein Bros. Bagels
    Image attribution tooltip

    Einstein Bros. Bagels elevates store template

    The bagel chain is the latest restaurant brand to prioritize warmth and a separation between digital pickup and in-store channels in its store design. 

    By Aneurin Canham-Clyne • Sept. 12, 2025
  • An image of a building with Cracker Barrel branding
    Image attribution tooltip
    Courtesy of Cracker Barrel
    Image attribution tooltip

    Cracker Barrel halts remodels after logo backlash, lackluster test

    The chain only remodeled four stores before deciding to discontinue its reimage efforts, which drew the ire of loyal customers. 

    By Aneurin Canham-Clyne • Sept. 11, 2025
  • A person opens a package and reads a note. Explore the Trendlineâž”
    Image attribution tooltip
    Getty Images
    Image attribution tooltip
    Trendline

    Loyalty

    In this Trendline, CX Dive explores what shoppers want from their loyalty programs, examples of successful revamps and best practices for fostering long-term customer relationships.

    By CX Dive staff
  • People stand in front of a screen showing flight arrivals and departures.
    Image attribution tooltip
    Roberto Schmidt via Getty Images
    Image attribution tooltip

    Trump DOT nixes compensation requirement for airline delays and cancellations

    The Trump administration is rolling back Biden-era consumer protections, including those that had yet to take off.

    By • Sept. 9, 2025
  • Multi-colored bouquet of flowers
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    How 1-800-Flowers plans to revitalize its experience, loyalty program

    The gift retailer has fallen behind with regards to customer expectations and technology changes, according to CEO Adolfo Villagomez.

    By • Sept. 9, 2025
  • An empty Starbucks redesigned with lots of green and open space.
    Image attribution tooltip
    Courtesy of Starbucks
    Image attribution tooltip

    An inside look at Starbucks’ coffeehouse redesign

    With 1,000 renovations and new builds set to incorporate warmer colors, more seating and experiential changes, Starbucks may be on its way to physically restoring its coffeehouse-vibe.

    By Aneurin Canham-Clyne • Sept. 8, 2025
  • Front view of a Best Buy store in Milpitas, California, on Feb. 20, 2024.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Best Buy, Uber Eats partner on same-day delivery, scheduled drop-offs

    Shoppers can use the Uber Eats app to have electronics delivered from over 800 of the retailer’s locations. 

    By Tatiana Walk-Morris • Sept. 5, 2025
  • A person browses an aisle of toys.
    Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

    Consumer sentiment declines as price sensitivity persists

    Consumers are tightening their purse strings and prioritizing essentials while cutting back on discretionary goods.

    By • Sept. 5, 2025
  • A close-up shot of an unrecognizable man browsing for sneakers on his laptop while sitting on his couch.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    How to communicate with customers about tariffs

    An understanding of your customers’ needs and a sound crisis communications plan are key to navigate ever-changing trade policies.

    By Michael Brady • Sept. 4, 2025
  • A person leans over a stack of clothing in an empty store.
    Image attribution tooltip
    Michael M. Santiago via Getty Images
    Image attribution tooltip

    Macy’s reimagined stores continue to outperform in sales and NPS

    The retailer needs to ensure it delivers a better experience while investing in sales growth and improving the bottom line, according to CEO Tony Spring.

    By • Sept. 3, 2025
  • Feet on shoeboxes in a DSW Designer Shoe Warehouse ad
    Image attribution tooltip
    Courtesy of DSW Designer Shoe Warehouse
    Image attribution tooltip

    How DSW’s new brand platform showcases the fun of in-person shopping

    Created with Crispin, “Let Us Surprise You” celebrates the in-store experience, as the shoe retailer does 70% of its business in person.

    By Chris Kelly • Sept. 3, 2025
  • Customers enter a McDonald's restaurant.
    Image attribution tooltip
    Mario Tama / Staff via Getty Images
    Image attribution tooltip

    How 3 quick-service restaurants are looking to CX to revive traffic

    Wendy’s is focusing on operations, McDonald’s on loyalty and Taco Bell on digital ordering. How can each approach keep customers coming back?

    By • Sept. 2, 2025
  • A customer holds a box in her hands in an aisle of toys at a big box retailer.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    Consumer confidence dips on anxiety about jobs, income: Conference Board

    The average 12-month expectation for inflation jumped to 6.2% this month from 5.7% in July, the Conference Board found in a consumer survey.

    By Jim Tyson • Aug. 28, 2025
  • Business meeting
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Most businesses expect CX budgets to match, exceed inflation

    CX teams plan to invest more in technology and team-led initiatives while spending less on third-party service providers, according to Forrester.

    By Michael Brady • Aug. 28, 2025
  • Customers enter a Kohl's store on an elevated walkway.
    Image attribution tooltip
    Justin Sullivan / Staff via Getty Images
    Image attribution tooltip

    Kohl’s knows it has an ‘inconsistent in-store experience,’ interim CEO says

    The retailer is adjusting its store layouts and reducing restrictions on coupons to create a more enjoyable and dependable shopping experience. 

    By • Aug. 27, 2025
  • A consumer browses shirts at a retail store.
    Image attribution tooltip
    Brandon Bell via Getty Images
    Image attribution tooltip

    3 challenges CX leaders will face for the rest of 2025

    A trade war, rising prices and fresh AI developments are putting CX teams in the hot seat.

    By , • Aug. 27, 2025
  • Customers on the checkout line at a Target.
    Image attribution tooltip
    Justin Sullivan / Staff via Getty Images
    Image attribution tooltip

    Target’s incoming CEO makes consistent experiences a top priority

    The retailer plans to invest $4 billion this year to improve the shopping experience as Michael Fiddelke prepares to take the helm.

    By • Aug. 20, 2025
  • An associate stocks a shelf at a Home Depot
    Image attribution tooltip
    Brandon Bell / Staff via Getty Images
    Image attribution tooltip

    Home Depot focuses on faster deliveries to boost satisfaction

    Dedicated associates and machine learning-driven efficiency improvements helped the retailer achieve its fastest ever delivery speeds during the second quarter, executives said.

    By • Aug. 19, 2025
  • Business people in a meeting around a tablet
    Image attribution tooltip
    Getty Images
    Image attribution tooltip
    Deep Dive

    NPS has its flaws — but when is it the right tool for the job?

    The fluidity of customer experiences means a single label or number often doesn't tell the whole story. For CX teams, that requires looking beyond NPS.

    By • Aug. 19, 2025
  • A white building with windows on the front with a large sign that says Cava
    Image attribution tooltip
    Courtesy of Cava
    Image attribution tooltip

    Cava deploys tech to free up workers’ time to connect with guests

    The company is investing in automated food production for digital orders only, as “technology should enhance, not replace the human experience,” CEO Brett Schulman said.

    By • Aug. 13, 2025
  • A person walks past a storefront.
    Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

    Customer dissatisfaction over quality, price and quantity grows

    While the dip in Q2 is minor, the trend of declining satisfaction is significant — and concerning, ACSI’s Forrest Morgeson said. 

    By • Aug. 12, 2025
  • Wendy's
    Image attribution tooltip
    Thai Phi Le/CX Dive
    Image attribution tooltip

    Wendy’s wants good experiences to drive frequency as consumers pull back spending

    Customer satisfaction on orders were up significantly year over year, but it wasn’t enough to offset a negative quarter.

    By • Aug. 11, 2025
  • A shopper walks down a grocery aisle
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Stressed, bored and curious: How consumers are approaching food shopping right now.

    Shoppers don’t just want retailers to echo their economic anxieties — they want help discovering new food and beverages, the Kearney Consumer Institute found.

    By Jeff Wells • Aug. 11, 2025
  • A graphic mural on the side of a Warby Parker depicts three colorful silhouettes of people with eyeglasses against an azure background.
    Image attribution tooltip
    Courtesy of Warby Parker
    Image attribution tooltip

    Warby Parker to end home try-on program as it focuses on stores, digital experience

    The eyewear company said the vast majority of the program’s users live within 30 minutes of one of the retailer’s 300 stores.

    By Caroline Jansen • Aug. 8, 2025
  • An image of Burger King restaurant in a new design
    Image attribution tooltip
    Courtesy of Burger King
    Image attribution tooltip

    Burger King, Tim Hortons see highest customer satisfaction in years

    The burger chain's customer satisfaction rose following improvements in areas like friendliness and order accuracy, while Tim Hortons’ focus on faster speed of service paid off.

    By • Aug. 7, 2025
  • A customer works on a computer inside a Starbucks location.
    Image attribution tooltip
    Scott Olson / Staff via Getty Images
    Image attribution tooltip

    Starbucks sees a CX future in its coffeehouse roots. Is that enough?

    Though there are signs of improvement, the coffee chain is up against a changed customer base. The standards pioneered during its rise are now table stakes for any coffee vendor.

    By • Aug. 5, 2025