Customer Success
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HubSpot nixes chief customer officer role following executive departure
HubSpot will not fill the space left by the departure of Rob Giglio, but its sales, marketing and customer success heads will now have a direct line to the CEO.
By Bryan Wassel • April 19, 2024 -
MetLife rolls out tools to help customers take full advantage of their benefits
The insurance provider is looking to educate consumers on the full extent of their benefits and improve customer satisfaction in the process.
By Bryan Wassel • April 12, 2024 -
Customer success enters the limelight as an answer to SaaS market woes
Businesses are charging customer success teams with driving revenue and growth, but they must do more with less as budgets remain stagnant.
By S.L. Fuller • March 27, 2024 -
What the Catalyst, Totango merger means for customer success teams
The merger marks a shift in the customer success software market, as the new company pushes to boost post-sale revenue throughout the customer life cycle.
By Kristen Doerer • March 5, 2024 -
Starbucks opens first fully accessible store in DC
The chain will begin adding inclusive design elements, like wide pedestrian pathways and power doors, to all new builds and remodels in the U.S.
By Aneurin Canham-Clyne • Feb. 22, 2024 -
Customers want to use card-linked benefits to save, research finds
Shoppers seek easy-to-understand benefits that offer cost savings from both branded cards and loyalty programs.
By Bryan Wassel • Feb. 13, 2024 -
Very few consumers are satisfied with in-store experiences
Businesses will need to implement a variety of technologies, not just generative AI, to offer customers the information and convenience they demand, IBM research shows.
By Bryan Wassel • Feb. 6, 2024 -
University of Utah Health doubled patient feedback for actionable insight
The healthcare provider was able to collect and analyze patients’ comments at scale after implementing an experience management system.
By Kristen Doerer • Jan. 26, 2024 -
Sponsored by Glance
The pursuit of truly connected customer journeys in 2024
2024 transforms CX with seamless 'phygital' integration, emphasizing a customer-first approach and leveraging technology for success.
Jan. 22, 2024 -
Schnucks’ execs talk the art of customer relations
Two of the grocers’ executives shared at the National Retail Federation’s Big Show how the chain is finding the right balance with technology to build relationships with its customers and workers.
By Catherine Douglas Moran • Jan. 17, 2024 -
Yeti leans into post-purchase communication to engage customers
“You need excellence all the way from the homepage through a package arriving at their doorstep,” said Yeti’s director of software engineering.
By Bryan Wassel • Jan. 16, 2024 -
Retailers hone in on improving the checkout experience
Leaders from Wayfair and SSENSE discussed how they are spearheading good CX by emphasizing a smooth digital checkout at NRF 2024.
By Bryan Wassel • Jan. 15, 2024 -
Return fees harm customer loyalty, survey finds
Some retailers are implementing returns fees to avoid restocking costs, but that short-term relief can come at the cost of long-term customer loyalty.
By Bryan Wassel • Jan. 11, 2024 -
Q&A
Regulator’s BNPL guidance may go beyond banks
The Office of the Comptroller of the Currency directed its advice at national banks, but a Venable attorney expects others to use it to inform their approaches.
By Caitlin Mullen • Jan. 10, 2024 -
National Park Service again tops federal agencies for best CX
The federal parks agency has the best customer experience for the seventh year in a row, according to a Forrester report.
By Kristen Doerer • Jan. 5, 2024 -
CVS simplifies loyalty into a 2-tier program
“We heard from some of our 74 million ExtraCare members that they were looking for a more streamlined experience,” a CVS executive told CX Dive.
By Bryan Wassel • 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 -
NY governor pursues BNPL regulation
New York Gov. Kathy Hochul is seeking to require buy now, pay later providers to obtain a license to operate in the state, in addition to other potential regulations for the industry.
By Caitlin Mullen • Jan. 4, 2024 -
Walmart adds Affirm’s buy now, pay later option to self-checkout
In an expanded partnership between the two companies, Walmart is adding a BNPL option to checkout kiosks at most stores.
By Tatiana Walk-Morris • Dec. 21, 2023 -
Senators prod CFPB on buy now, pay later oversight
Three Democratic lawmakers, worried about financially vulnerable consumers during the holiday shopping season, urged the Consumer Financial Protection Bureau to keep an eye on buy now, pay later offerings.
By Lynne Marek • Dec. 19, 2023 -
Capital One continues to top JPMorgan, TD in big-bank satisfaction survey
One J.D. Power expert thinks customers like Capital One’s banking products because they feel that those help them save time and money.
By Rajashree Chakravarty • Dec. 18, 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 -
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 -
More customer success leaders are reporting to the CEO, report finds
Customer success teams are moving up in importance in organizations, but economic headwinds mean resources are tight.
By Kristen Doerer • Dec. 4, 2023 -
Best Buy ties experienced, well-equipped associates to higher NPS
Declining sales have led to new operating models, but the retailer is trying to ensure cost reductions don’t come at the expense of the customer experience.
By Bryan Wassel • Nov. 29, 2023