Winners and losers of Black Friday 2024

With deals spread out and e-commerce surging even on Thanksgiving Day, the red-letter event seems to be losing its punch.

By Daphne Howland • Dec. 2, 2024

Why stores still spark joy around the holidays

Online shopping has surged over the years, but it’s hard to replicate the discovery — and fun — of going to stores.

By Cara Salpini • Nov. 27, 2024

Explore the Trendline➔

Loyalty

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

By CX Dive staff

Bath & Body Works hits 38M loyalty members

The retailer reported record-high customer retention rates in Q3 2024 and set its sights on offering a seamless omnichannel experience.

By Bryan Wassel • Nov. 26, 2024

Are customers tipping more? Here’s what the data says.

While customers feel more pressure to tip across industries, they still tip a relatively stable 18% at restaurants.

By Julie Littman • Nov. 26, 2024

SiriusXM ran afoul of federal statute with cancellation policy, judge rules

The satellite radio provider made it too difficult for customers to cancel their subscriptions, a New York supreme court justice ruled last week.

By Kristen Doerer • Nov. 25, 2024

Gap Inc. plans more CX improvements as reinvigoration plan pays off

The retailer aims to accelerate its CX improvements, including through store remodels, to build on current momentum.

By Bryan Wassel • Nov. 25, 2024

Expectations for Black Friday experiences are changing. Here’s how.

Through inventory management, associate support and consistency, retailers can offer stressed-out shoppers a pleasant sense of normalcy. 

By Bryan Wassel • Nov. 25, 2024

$35K overtime salary threshold back in effect

A federal judge ruled that the Department of Labor’s 2024 rule exceeded the agency’s authority and is unlawful.

By Ginger Christ • Nov. 22, 2024

CFPB tweaks big tech payments rule

The rule will allow the agency to supervise nonbank companies’ use of consumer data as well as how they correct errors and monitor fraud on their systems.

By Lynne Marek • Nov. 22, 2024

US customer satisfaction climbs to new heights from pandemic low

Consumers might grumble about inflation and price increases, but their satisfaction with businesses' services and products is on the rise, according to ACSI data.

By Kristen Doerer • Nov. 22, 2024

Walmart makes convenience a priority as it grows e-commerce market share

Executives credited investments in delivery and pickup options for growing sales from households earning more than $100,000.

By Bryan Wassel • Nov. 21, 2024

How new global CX standards aim to conquer data management challenges

Bain, Kantar and Qualtrics created CX standards to emphasize the importance of analyzing customer feedback on the relationship, interaction and journey level.

By Bryan Wassel • Nov. 21, 2024

Brick-and-mortar holiday shopping still reigns, but customers look online for ideas

While online shopping aids with discovery, the ability to experience a product drives customers to stores, EY-Parthenon found.

By Kristen Doerer • Nov. 20, 2024

The power of grocery brands that consumers ‘love’

Retailers with fan-favorite food brands see stronger loyalty and higher wallet share, Bain & Company found in a new report.

By Catherine Douglas Moran • Nov. 20, 2024

How to maintain customer trust while deploying AI

To address customer distrust of generative AI, experts urge businesses to establish governance plans and pick and choose use cases.

By Kristen Doerer • Nov. 19, 2024

Spirit Airlines reassures customers as it files for bankruptcy

Failed mergers, changing consumer preferences and mounting debt all contributed to the airline’s financial struggles.

By Kristen Doerer • Nov. 18, 2024

Why Church’s launched a loyalty program for its value-seeking customers

Church’s Texas Chicken is one of a growing number of companies that have launched or revamped loyalty programs with a focus on sourcing more value for members. 

By Michael Brady • Nov. 18, 2024

Subway’s newest design focuses on improving the dining room experience

During concept testing, guests said the Fresh Forward 2.0 image, which includes warmer wood tones and improved lighting, increased their chances of eating inside a Subway.

By Julie Littman • Nov. 15, 2024

Alaska Airlines names digital, guest experience leaders

The airline appointed the CX executives as it looks to deepen its value following its acquisition of Hawaiian Airlines in September.

By Kristen Doerer • Nov. 14, 2024

How retailers are making it harder to shop, just in time for the holidays

Thwarting customers, in stores or online, isn’t any way to make a sale.

By Daphne Howland • Nov. 14, 2024

What CX experts are watching in Trump’s second term

The president-elect promised to shake up the status quo, reshape the federal government and pursue economic policies with wide-ranging implications for business and consumers alike.

By Kristen Doerer , Bryan Wassel • Nov. 14, 2024

Satisfaction with federal government services climbs to 7-year high

The growth in satisfaction scores is the result of a yearslong effort to improve citizens’ experiences when accessing federal government services.

By Kristen Doerer • Nov. 13, 2024

Home Depot caters to professional contractors with CX role

The home improvement retailer created a professional customer-focused manager position for stores and increased the variety of products available for faster delivery.

By Bryan Wassel • Nov. 12, 2024

Expedia Group boosts app user experience, loyalty offerings

The travel booking app now uses AI to summarize reviews and offer customers detailed property information.

By Bryan Wassel • Nov. 8, 2024

FTC orders Sitejabber to stop misleading customers with reviews

The agency alleges the online platform published reviews from customers who hadn’t received or experienced the product or service being reviewed.

By Kristen Doerer • Nov. 7, 2024