Personalization
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Wendy’s credits loyalty program, mobile app investments for customer growth
“The experience we deliver to our customers is the most impactful driver of our business,” CEO Kirk Tanner said.
By Bryan Wassel • May 7, 2024 -
McDonald’s credits speed, personalization for high satisfaction
The fast food chain is attracting customers with customized messaging and cementing their loyalty with fast and consistent service.
By Bryan Wassel • May 2, 2024 -
IHG taps Salesforce’s CRM to standardize customer data profiles
By unifying its customer profiles across 19 brands, the hotel chain said it can offer customers more tailored experiences.
By Bryan Wassel • April 29, 2024 -
Effective or creepy? How to offer personalization while maintaining trust
Customers enjoy personalization, “but only when they feel like the main purpose of it is to improve their experience,” one expert told CX Dive.
By S.L. Fuller • April 29, 2024 -
Krispy Kreme switching to points-based loyalty program
Loyalty members will earn 10 points for every dollar spent starting April 23 as the chain shifts away from a consistent 8.3% discount rate on rewards.
By Aneurin Canham-Clyne • April 18, 2024 -
Perfect Corp. releases AI hair-identifying tool for personalization
The company said the tech lets brands and retailers provide personalized advice online and in-store.
By Xanayra Marin-Lopez • April 16, 2024 -
Companies overestimate how well they know customers, consumers say
A majority of business leaders say personalized engagement is an important priority, but many only apply it to sales-driven experiences.
By Bryan Wassel • April 11, 2024 -
Only 1 in 5 consumers trust self-service for support, report finds
Even with the lack of confidence, most contact center leaders believe personalization from generative AI may be key to building consumer trust.
By Bryan Wassel • April 8, 2024 -
JPMorgan Chase to let brands target customers based on spending data
Chase Media Solutions connects customers to retail deals, tailored to their spending, directly through their bank app.
By Gabrielle Saulsbery • April 8, 2024 -
Why brands are turning to data clean rooms to drive CX initiatives
Data clean rooms have become an attractive solution for brands seeking privacy-compliant, cookie-less customer insights.
By Rosalyn Page • Updated April 5, 2024 -
How 7 companies are boosting brand loyalty
From Target to Swarovski, brands are stepping up efforts to engage customers, rethinking loyalty and rewards programs or finding new ways to apply feedback.
By Naomi Eide • March 28, 2024 -
Alaska Airlines launches $5 per month loyalty subscription
Alaska Access offers customers early access to sale flights, a monthly Wi-Fi voucher and a personalized fare page.
By Kristen Doerer • March 21, 2024 -
Nordstrom emphasizes personalization as digital assortment grows
The luxury retailer expects personalization to improve digital experiences as Nordstrom rolls out a marketplace open to third-party brands.
By Bryan Wassel • March 11, 2024 -
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 -
Back to CX basics: Where does modern tech fit in?
Business leaders need to keep customer expectations in mind when pursuing new tech and consider how modern tools can enhance foundational experiences, experts told CX Dive.
By Bryan Wassel • March 7, 2024 -
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 -
This Valentine’s Day, give the CX gift that matters: personalization
As the rate of returned Valentine’s Day gifts increase, some retailers are looking to improve personalized offers to make sure customers get the right gift.
By Kristen Doerer • Feb. 14, 2024 -
Smokey Bones revamps loyalty program
Members now receive five points for every dollar spent compared to one point, accelerating the rate in which points are accrued.
By Julie Littman • Feb. 13, 2024 -
Why Build-A-Bear is pushing checkouts to tablets
The tools let associates better serve and personalize shopper journeys while providing customers faster checkout options.
By Bryan Wassel • Feb. 12, 2024 -
McDonald’s sets sights on $45B in loyalty sales
A larger loyalty member pool will provide more customer data for the fast-food chain to improve personalization.
By Bryan Wassel • Feb. 7, 2024 -
Why Kellanova turned to customer-provided data to bolster personalization
As Google phases out third-party cookies and privacy regulations tighten, companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers.
By Rosalyn Page • Feb. 5, 2024 -
Starbucks to capitalize on record loyalty membership with app improvements
Starbucks Reward members spent more than ever during Q1 2024, as the company looks to incentivize further patronage with greater personalization.
By Bryan Wassel • Feb. 1, 2024 -
5 CX trends to watch in 2024
Customer experience leaders will wrestle stark challenges in 2024, from navigating how to implement generative AI to increasing personalization while maintaining customer trust.
By Bryan Wassel , Kristen Doerer • Jan. 10, 2024 -
General Mills, Del Monte pilot ads on Instacart’s AI-powered smart carts
Ads on the grocery platform’s Caper Carts include personalized recommendations based on real-time shopping behaviors.
By Chris Kelly • Jan. 9, 2024 -
Deep Dive
Personalization will rule restaurant loyalty programs in 2024
Major chains are using real-time consumer data and artificial intelligence to provide more personalized perks.
By Danielle McLean • Jan. 8, 2024