Loyalty
-
How The Vitamin Shoppe builds flexible customer experiences
The retailer upgraded its point-of-sale system to add flexibility for shoppers and associates, from redeeming loyalty points to curating customer journeys.
By Bryan Wassel • Oct. 30, 2024 -
3 ways Denny’s is boosting the digital guest experience
The chain continues to invest in virtual brands and direct and third-party ordering and will revise its loyalty program to build its digital customer base.
By Julie Littman • Oct. 29, 2024 -
Are chief customer officers really driving CX improvements?
The role brings a dedicated focus on customer experience, but it needs CEO buy-in and organization-wide involvement to get results.
By Rosalyn Page • Oct. 29, 2024 -
American has a plan to win back business, premium customers
The airline is slowly building back its business revenue as it looks to offer corporate customers more premium experiences.
By Kristen Doerer • Oct. 24, 2024 -
JCPenney’s holiday playbook: Deals, in-store experiences and Martha Stewart
The embattled department store is leaning into its already successful “Really Big Deal Reveals” campaign and bringing back a nostalgic giveaway.
By Jessica Deyo • Oct. 18, 2024 -
Save A Lot launches first-ever loyalty program
Shoppers can redeem points for free products and access deals through the mobile app while individual stores can customize the app with local offers.
By Peyton Bigora • Oct. 17, 2024 -
How retailers can foster loyalty for Black Friday and beyond
Half of U.S. consumers say they will remain loyal to the brands they buy from on Black Friday, a SAP Emarsys survey found.
By Kristen Doerer • Oct. 15, 2024 -
Kroger gives its membership program a streaming boost
The grocery company now lets Kroger Plus members choose between a Disney+, Hulu or ESPN+ subscription.
By Catherine Douglas Moran • Oct. 14, 2024 -
Why customer success is central to growth
More than ever, delivering on customer success hinges on understanding the goals and challenges of customers.
By Rosalyn Page • Sept. 23, 2024 -
How employee experience drives customer experience
Frontline employees are the stewards of brand service. But are companies doing enough to support them?
By Kristen Doerer • Aug. 2, 2024 -
Does your company need a customer advisory board?
If managed well, CABs provide a direct connection to customers for valuable feedback and can serve as a forum for testing product ideas and offerings.
By Rosalyn Page • June 20, 2024 -
How Pegasystems overhauled customer support using its generative AI tool
Implementing "Support Buddy" has helped the company see a 65% reduction in tickets that customer support teams have to address, CIO David Vidoni said.
By Rosalyn Page • June 17, 2024 -
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