Strategy
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How DOT’s cash refunds for canceled flight rule could build customer trust
The rule, which went into effect Monday, requires airlines to provide customers with automatic cash refunds for canceled or significantly delayed service.
By Kristen Doerer • 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 -
Trendline
Loyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
More CMOs are making strategies with customers in mind, study finds
Lack of alignment across departments is reducing CMOs' confidence in their ability to follow through.
By Bryan Wassel • Oct. 28, 2024 -
A look at how culture, employee experience fit into global CX standards
The standards for CX created by Bain, Kantar and Qualtrics call on leaders to play a major role in shaping a customer-centric culture across the business.
By Bryan Wassel • Oct. 28, 2024 -
FCC opens review of customer service practices of cable, phone companies
“No one should get stuck in a doom loop trying to cancel a subscription or just get a human being to help resolve their service problems,” FCC Chairwoman Jessica Rosenworcel said Wednesday.
By Kristen Doerer • Oct. 25, 2024 -
T-Mobile to tap AI for preemptive customer service
The company is focusing on AI-powered tools to track potential service disruptions, keep agents informed and streamline the shopping process.
By Bryan Wassel • Oct. 24, 2024 -
Starbucks’ Q4 results nosedive ‘reflects challenged customer experience’
CEO Brian Niccol said the chain will address issues with its complex menu, pricing architecture and mobile order and payments system.
By Julie Littman • Oct. 24, 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 -
Verizon sees CX as key pillar in its fight against customer churn
The company aims to reduce customer turnover to maintain wireless service revenue growth with the help of AI and more customer choice.
By Bryan Wassel • Oct. 23, 2024 -
It’s official: There’s a ban on the purchase or sale of fake reviews
The rule will allow the agency to seek civil penalties from knowing offenders, with fines of up to nearly $52,000 per violation.
By Kristen Doerer • Oct. 22, 2024 -
Amazon pilots small-format grocery concept
The test store in Chicago is meant for quick fill-in grocery runs and aims to reduce the number of retailers shoppers have to visit to complete shopping trips.
By Peyton Bigora • Oct. 22, 2024 -
Deep Dive
What the FTC’s ‘click-to-cancel’ rule means for customers
Canceling a subscription can prove frustrating for consumers. Will the Federal Trade Commission’s new regulation improve their experience?
By Kristen Doerer • Oct. 22, 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 -
United credits tech and staff investments for rising NPS scores
Inter-airport collaboration, iPhones for flight attendants and trainings to bolster pilot professionalism are among the CX-boosting investments the airline has made.
By Bryan Wassel • Oct. 17, 2024 -
Experiences bring shoppers in-store. How can retailers stand out?
A majority of consumers visit stores for the experience, according to a Ryder survey. The kind of experience they want can differ, from picking up orders to seeking associate advice.
By Bryan Wassel • Oct. 17, 2024 -
FTC unveils final ‘click-to-cancel’ rule for consumers
The agency rule targeting recurring payments comes amid a broader effort by the Biden administration to reduce consumer “junk” fees.
By Justin Bachman • Oct. 16, 2024 -
Deep Dive
‘Everybody benefits’: Why the beauty industry needs to get serious about accessible packaging
Rare Beauty and Target have taken steps to develop guidance around universally accessible design. But the industry isn’t prioritizing it yet.
By Caroline Jansen • Oct. 16, 2024 -
Bad experiences put $3.8 trillion at risk
While consumers are reporting fewer bad experiences, they are becoming less forgiving and will take their money elsewhere, according to Qualtrics XM Institute.
By Kristen Doerer • Oct. 15, 2024 -
Amazon bundles online shopping of groceries and non-food items
The company is diversifying its marketplace and fulfillment centers to allow Prime members to add goods from Amazon.com, Amazon Fresh and Whole Foods in one cart.
By Peyton Bigora • Oct. 14, 2024 -
Delta touts CX wins despite revenue hit from CrowdStrike outage
The airline spent about $170 million on customer expense reimbursements and crew-related costs following the CrowdStrike outage.
By Kristen Doerer • Oct. 10, 2024 -
Sam’s Club to open location without checkout stations
Shoppers at the digitally focused store, due to open next week in Grapevine, Texas, will need to use the retailer’s Scan & Go app to make purchases.
By Sam Silverstein • Oct. 10, 2024 -
Reviews — and businesses’ responses — build customer trust, study finds
The outsized impact of reviews is one of the reasons some businesses are looking to engage with customers’ good, bad and middling reviews.
By Kristen Doerer • Oct. 10, 2024 -
National beats car rental rivals in customer satisfaction
“National’s high ranking is largely due to its strong level of trust among customers,” J.D. Power’s Azari Jones said.
By Kristen Doerer • Oct. 9, 2024 -
Holiday shopping spans multiple channels. Here’s how retailers can meet CX needs.
Retailers can cater to holiday shoppers’ needs by offering great experiences for order pickup and in-store browsing alike.
By Bryan Wassel • Oct. 8, 2024 -
David’s Bridal wants to be your wedding copilot
The Pearl by David’s app helps brides plan their weddings with inspiration and a checklist. Chief Business Officer Elina Vilk believes it can improve the experience even more.
By Bryan Wassel • Oct. 8, 2024