Strategy

  • A Southwest Airlines employee assists a passenger during their check-in at the Austin-Bergstrom International Airport on April 18, 2023, in Austin, Texas.
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    Brandon Bell via Getty Images
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    Southwest adds loyalty member benefits, expands point-spending flexibility

    The carrier now allows enrolled customers use a combination of points and cash to book flights as well as hotel stays.

    By • May 8, 2024
  • Starbucks CEO Howard Schultz speaking at a shareholder meeting
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    Stephen Brashear via Getty Images
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    Starbucks needs to focus on experience, not transactions, former CEO says

    Howard Schultz called on the coffee chain's executives to “spend more time with those who wear the green apron” and to better understand customer needs. 

    By • May 6, 2024
  • Woman displays an app to rate your experience at a store. Explore the Trendline➔
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    Hispanolistic via Getty Images
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    Trendline

    Top 5 stories from CX Dive

    The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.

    By CX Dive staff
  • Man choosing his between a smiley face, neutral face and frown on touch screen tablet.
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    Tero Vesalainen via Getty Images
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    Why survey begging leads to unreliable data — and what to do instead

    “People want to be heard,” one expert told CX Dive. “You don't necessarily need to incentivize them.”

    By S.L. Fuller • May 6, 2024
  • New Ford trucks parked outside at a dealership in Long Beach, California.
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    Eric Thayer via Getty Images
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    Ford invests in dealer education to improve customer experience

    With Ford University, the automaker is banking on highly informed dealers to serve as guides to customers throughout the buying process.

    By • May 3, 2024
  • Travelers stand at a check-in area in front of an Alaska Airlines sign.
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    Mario Tama via Getty Images
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    Airline staffing and customer satisfaction reach new highs. It’s no coincidence.

    “Three of the four factors of why airlines are doing well have to do with employees,” a Deloitte Digital analyst said.

    By • May 2, 2024
  • A picture of a building with Domino's signage and a car parked on the left side.
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    Courtesy of Domino's
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    Domino’s Q1 US sales driven by loyalty, promotions

    Domestic comps rose 5.6%, the highest increase since 2021, due to rewards member growth, successful marketing campaigns and improved operations.

    By Julie Littman • May 1, 2024
  • Block letters on wood paneling and a small sign jutting from a light stone building all read "J. Jill," above a store window.
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    Daphne Howland/CX Dive
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    J. Jill to elevate customer service in some stores

    The retailer’s multifaceted “One Wardrobe. No Limits” effort is based on research revealing women’s frustration with the clothes in their closets.

    By Daphne Howland • April 30, 2024
  • A person holds a smart phone on the IRS Direct File page in front of the Internal Revenue Service Building.
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    Tasos Katopodis via Getty Images
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    IRS’ Direct File pilot earns high user satisfaction

    Nine in 10 users of the free tax filing pilot ranked their experience as “excellent” or “above average,” according to a General Services Administration Touchpoints survey.

    By • April 29, 2024
  • Amazon website open on a laptop
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    Quinn Rooney via Getty Images
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    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
  • A person using their mobile phone to record a video of themselves.
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    Tirachard via Getty Images
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    Influencers sway consumers but authenticity loses some clout, study says

    Attitudes toward AI creators are mixed, and only 35% of Gen Zers say authenticity is what they care most about from influencers.

    By Aaron Baar • April 26, 2024
  • A bank of windows below a red sign that says "Chipotle." A man stands in the background inside the restaurant.
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    Justin Sullivan via Getty Images
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    Chipotle makes order fulfillment, not fancier tech, its top CX focus

    Faster order speed is “one of those things that cascades into everything being a lot better,” CEO Brian Niccol said.

    By • April 25, 2024
  • Sign about private label savings in a grocery store
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    Sam Silverstein/CX Dive
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    How Giant Food revamped its loyalty program

    Private label is playing a starring role as the East Coast grocer looks to boost engagement with shoppers and demonstrate a commitment to value.

    By Sam Silverstein • April 25, 2024
  • Father and daughter shopping at grocery store.
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    Portra via Getty Images
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    How frictionless experiences can grow loyalty

    Ease of use stands out as a particularly strong loyalty driver when evaluating a good brand experience, a Mailchimp survey found.

    By • April 24, 2024
  • The outside of an Albertsons grocery store
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    Ethan Miller via Getty Images
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    Albertsons loyalty grows as it pushes ‘customers for life’

    The grocery grew its loyalty program 16% during its last quarter and now reaches nearly 40 million members. 

    By • April 24, 2024
  • Self-checkouts at a store.
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    Catherine Douglas Moran/CX Dive
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    Walmart removes self-checkout from select stores

    The retailer joins other Target, Dollar General and other chains in recalibrating its reliance on self-service and rethinking the checkout experience.

    By • April 23, 2024
  • A person with a bright green shopping cart exits a grocery store.
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    Courtesy of Amazon
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    Amazon defends ‘Just Walk Out’ pullback

    The retailer’s grab-and-go technology will be targeted to small stores, while its smart carts will be prevalent in grocery stores, the company said this week.

    By James Pothen • April 22, 2024
  • Workers in a HubSpot office
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    Courtesy of HubSpot
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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 • April 19, 2024
  • JCPenney rewards
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    Courtesy of JCPenney
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    Q&A

    Why JCPenney’s loyalty program is the next step in its $1B turnaround plan

    Chief Customer Officer Katie Mullen explained how the retailer's revamped program will deliver value to consumers and boost first-party data reserves.

    By Chris Kelly • April 19, 2024
  • United Airlines fleet
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    Courtesy of United Newsroom
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    United grows NPS despite hit from Boeing groundings

    Though the Max 9 grounding cost it $200 million, United pointed to its customer experience wins as a bright spot that will carry the company forward.

    By • April 18, 2024
  • A person accepts boxes from a delivery professional.
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    SARINYAPINNGAM via Getty Images
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    Companies aren’t meeting customer expectations for delivery communications

    Customers have clear expectations for order updates delivered through their preferred communication channel, but companies are falling short, ShipStation and Retail Economics found.

    By • April 18, 2024
  • Transportation Secretary Pete Buttigieg speaks in front of a White House podium.
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    Anna Moneymaker via Getty Images
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    DOT, state attorneys general to clamp down on ‘deceptive’ airline practices

    Consumer complaints of flight disruptions, airlines failing to offer refunds for canceled flights, lost baggage and more are at an all-time high, the Department of Transportation said.

    By • April 17, 2024
  • the top corner of a Rent the Runway store is seen from outside on a sunny day.
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    Michael M. Santiago via Getty Images
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    Rent the Runway boosts NPS, plans more CX improvements

    The company will add more on-site content aimed at inspiration and product discovery in an effort to return to growth. 

    By • April 16, 2024
  • Wendy's
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    Thai Phi Le/CX Dive
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    Why dynamic pricing sours restaurant dining experiences

    Nearly two-thirds of consumers had a negative reaction to dynamic pricing, a HungerRush survey found.

    By • April 16, 2024
  • Passengers check in for United Airlines flights at the airport
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    Scott Olson via Getty Images
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    Does United have a customer trust problem?

    Boeing’s safety issues have cast a shadow on the entire airline industry. United Airlines, however, has been the unlucky carrier to come under the public’s magnifying glass.

    By • April 15, 2024
  • A woman puts clothing into an RFID self-checkout kiosk
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    Thai Liang Lim via Getty Images
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    Deep Dive

    Why more tech in stores shouldn’t mean fewer workers

    Stores can automate more tasks than ever, including pricing, inventory management and checkout. But for theft prevention, customer service and brand engagement, they need humans.

    By Daphne Howland • April 15, 2024