Amid ongoing declines, Stitch Fix pilots customer experience improvements for summer launch

A core group of customers is keeping and spending more per box, suggesting that the company is on the right track, analysts said.

By Daphne Howland • June 6, 2024

Hotel Tech-in: The app helping guests beat jet lag

InterContinental Hotels & Resorts has tapped Timeshifter, which uses science to help travelers navigate time differences, to improve the guest experience.

By Noelle Mateer • June 5, 2024

Explore the Trendline➔

Loyalty

In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.

By CX Dive staff

PayPal readies advertising platform rooted in reams of transaction data

The new offering in the expanding media network market will be led by Mark Grether, who helped grow Uber Advertising into a $1 billion business.

By Chris Kelly • May 31, 2024

Why CX leaders shouldn’t wait for Google to phase out cookies

Google delayed the deprecation of cookies yet again last month, but CX leaders can take steps now toward privacy-first user experiences.

By Thomas Wyatt • May 28, 2024

Best Buy updates mobile app with personalization, discovery features

The electronics retailer is adding elements like Shop with Videos, Best Buy Drops and other additions to promote its products.

By Tatiana Walk-Morris • May 17, 2024

Online shopping takes excessive effort for many customers, study finds

Most customers feel like online purchasing decisions take too much effort despite companies’ recent emphasis on personalization, Accenture found.

By Bryan Wassel • May 10, 2024

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