Strategy: Page 9
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Brand BFFs: How building strong bonds with customers pays off
Genuine relationships matter. Research shows emotionally connected customers are twice as valuable as highly satisfied customers.
By Rosalyn Page • Sept. 30, 2024 -
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Southwest lays out fresh offerings to meet customer and investor demands
The company unveiled a plan to meet customers’ evolving preferences while maintaining core policies, like free bags, that have differentiated the airline.
By Kristen Doerer • Sept. 27, 2024 -
Explore the Trendline➔
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TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Courtesy of Kempinski
From lotions to linens: How hotel marketplaces can boost guest loyalty
Advanced data analytics makes it easier for hotels to sell in-room products and win repeat customers.
By Shefali Kapadia • Sept. 27, 2024 -
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Customers are done with passwords. Do businesses have a solution?
Research shows customers are frustrated with the login experience, and the friction can cost businesses customers.
By Kristen Doerer • Sept. 27, 2024 -
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AutoZone credits its customer-first mindset for sales growth
Following nearly 6% sales growth in fiscal 2024, the auto parts retailer is doubling down on its commitment to employee and customer experiences in fiscal 2025.
By Bryan Wassel • Sept. 26, 2024 -
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How Jackson Family Wines brought wine country online
Kendall-Jackson boosted active website users nearly sevenfold year-over-year in July after relaunching its site with a new layout and self-service options.
By Bryan Wassel • Sept. 25, 2024 -
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JetBlue introduces lounges in pursuit of premium customers
As JetBlue looks to become the best East Coast leisure network, the airline is opening airport lounges in New York and Boston beginning next year.
By Kristen Doerer • Sept. 25, 2024 -
Retrieved from YouTube on September 18, 2024
Deep DiveHow couponing communities are still thriving
Though it's been over a decade since TLC aired Extreme Couponing, shoppers are still deal-hunting — the methods have just changed.
By Xanayra Marin-Lopez • Sept. 25, 2024 -
Peyton Bigora/CX Dive
How Kroger is using standardized metrics to boost its retail media network
During a conference panel, the grocer shared how IAB’s guidelines have improved accountability as the chain looks to release its own updated measurement model.
By Peyton Bigora • Sept. 24, 2024 -
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Deep DiveWhy consumers, not restaurants, are dictating value
Guests with tighter budgets are seeking out more affordable options, and restaurants — desperate for their dollars — are responding with a battle for the best value offer.
By Julie Littman • Sept. 24, 2024 -
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United’s chief customer officer to retire
Linda Jojo plans to retire in January. David Kinzelman will assume the role on Oct. 1.
By Kristen Doerer • Sept. 23, 2024 -
Joe Raedle/Getty Images via Getty Images
FedEx confident shippers will accept pricier holiday fees
Customers understand the shorter period between Black Friday and Christmas will pressure the carrier's network, Chief Customer Officer Brie Carere said.
By Max Garland • Sept. 23, 2024 -
Adobe Stock/Westend61
Sponsored by Conduent5 ways brands can better connect with their customers
The key to customer loyalty lies in the desire to enhance customers’ lives. Explore these key tips for advancing your CX to meet the needs of the modern customer today.
Sept. 23, 2024 -
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Darden Restaurants turns to dining speed to improve sales
The company will boost throughput and adjust scheduling to improve in-store dining experiences as it adds more order volume from its delivery partnership with Uber.
By Bryan Wassel • Sept. 20, 2024 -
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7 ways reviews can help — or hinder — customer experience
Reviews help businesses build trust with customers and grow their confidence in purchases, but a poor user experience or fake reviews only lead to frustration.
By Kristen Doerer • Sept. 20, 2024 -
Courtesy of White Castle
White Castle pivots to gamified, tiered rewards
The slider chain is looking to encourage specific consumer behaviors, like late-night visits or trialing new menu items, with “quests” across three loyalty levels.
By Aneurin Canham-Clyne • Sept. 20, 2024 -
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CFPB wants banks to prove overdraft opt-ins
Regulators should assume, as a default, that customers have not agreed to coverage and fees unless banks can provide signed agreements or recorded conversations, the agency said in a policy reminder.
By Dan Ennis • Sept. 19, 2024 -
Peyton Bigora/CX Dive
Inside the Store: Whole Foods’ Daily Shop makes the most of a tight space
Opening its doors to New York City’s Upper East Side on Wednesday, the new small-format market caters to convenience.
By Peyton Bigora • Sept. 18, 2024 -
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Travelers are satisfied with airports despite record crowds and rising costs
Airports have improved their food, beverage and retail offerings, but customers are spending less as costs rise, a J.D. Power study found.
By Kristen Doerer • Sept. 18, 2024 -
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How to use NPS
Net promoter scores are a jumping off point for data exploration, experts said. It's up to companies to find ways to tie the score to broader business outcomes.
By Bryan Wassel • Sept. 17, 2024 -
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Customer experience data is underused in business decisions, leaders say
Leaders want to see more department heads use CX data to guide technology adoption, a CallMiner study found.
By Bryan Wassel • Sept. 16, 2024 -
Courtesy of PayPal
PayPal seeks to attract users offline
The digital payments pioneer is leaning on cashback rewards to attract more consumer use in stores, and will also tap near-field technology to expand.
By Lynne Marek • Sept. 16, 2024 -
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Kroger zeroes in on customer experience to build loyalty and sales
The grocer worked to fulfill digital orders faster and more accurately, which led to higher sales and stronger customer loyalty.
By Bryan Wassel • Sept. 13, 2024 -
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Dave & Buster’s prioritizes tech investments on the hunt for better experience
Technology updates and the introduction of on-premise sales managers who tailor CX to specific stores are showing promise.
By Bryan Wassel • Sept. 12, 2024 -
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FTC cracks down on subscription traps
The Biden-Harris administration is taking to task companies that trap consumers in recurring subscriptions and make it nearly impossible to cancel.
By Kristen Doerer • Sept. 12, 2024
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