Loyalty

  • Exterior of a Save A Lot store
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    Courtesy of Save A Lot
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    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
  • Shoppers pass stores on Black Friday.
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    Jessica McGowan / Stringer via Getty Images
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    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 • Oct. 15, 2024
  • Kroger Boost
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    Retrieved from Kroger.
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    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
  • A woman presents her business plan in front of colleagues
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    pixdeluxe via Getty Images
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    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
  • An employee assists a customer at The Home Depot store.
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    Brandon Bell via Getty Images
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    How employee experience drives customer experience

    Frontline employees are the stewards of brand service. But are companies doing enough to support them?

    By • Aug. 2, 2024
  • Five people sitting at a table with coffee and computers. Two of the people in focus, the other three have their backs toward the camera.
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    Piranka via Getty Images
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    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
  • A glass building with a square roundabout with trees in the center.
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    Courtesy of Pegasystems
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    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
  • 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
  • A person goes over insurance options
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    time99lek via Getty Images
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    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 • April 12, 2024
  • Person works in an office with an orange wall behind depicting a view of the Hubspot logo
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    Courtesy of HubSpot
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    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
  • Analyst working with Business Analytics and Data Management System on computer to make report with KPI and metrics connected to database.
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    NicoElNino via Getty Images
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    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 • March 5, 2024
  • A mural in a Washington, D.C., Starbucks designed to highlight the chain's efforts at inclusive spatial design.
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    Courtesy of Starbucks
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    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
  • Visa cards are fanned out on table
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    Justin Sullivan / Staff via Getty Images
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    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 • Feb. 13, 2024
  • Person shopping with phone in the produce aisle at a grocery store
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    Edwin Tan via Getty Images
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    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 • Feb. 6, 2024
  • Closeup shot of an unrecognizable doctor using a digital tablet.
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    iStock via Getty Images
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    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 • Jan. 26, 2024
  • A woman with curly hair sitting at a table, focused on her laptop.
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    Permission granted by Glance
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    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
  • Three panelists at a conference session.
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    Catherine Douglas Moran/CX Dive
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    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
  • Leaders from parcelLab and Yeti on stage at NRF
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    Bryan Wassel/CX Dive
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    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 • Jan. 16, 2024
  • Online business payments
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    Sitthiphong via Getty Images
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    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 • Jan. 15, 2024
  • A customer prepares a box for a return
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    Anna Gorbacheva via Getty Images
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    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 • Jan. 11, 2024
  • A person's hand holding a phone and on the screen is an image of a shopping cart with a banner above that says "BUY NOW PAY LATER!A
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    Creative via Getty Images
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    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
  • The official National Park Service sign that marks the east entrance to Zion National Park in Utah.
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    Different_Brian via Getty Images
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    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 • Jan. 5, 2024
  • A person opens an ExtraCare CVS box
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    Courtesy of CVS
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    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 • Jan. 5, 2024
  • New York Gov. Kathy Hochul gives a speech on the Hudson River tunnel project at the West Side Yard on January 31, 2023 in New York City.
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    Michael M. Santiago via Getty Images
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    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
  • Employees work on laptops in the office, using generative AI tools
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    gorodenkoff via Getty Images
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    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