FTC delays enforcement of ‘click-to-cancel’ rule

The commission voted 3-0 to delay enforcement until mid-July to ensure companies had ample time to comply.

By Kristen Doerer • May 13, 2025

How the FTC’s junk fees rule sets a standard for hotel pricing nationwide

The latest standard to encourage transparent pricing goes into effect Monday. It could set a baseline for more regulation to follow.

By Noelle Mateer • May 12, 2025

Explore the Trendline➔

Loyalty

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

By CX Dive staff

Why Lyft’s CEO regularly spends time as a driver

Lyft CEO David Risher often picks up riders and speaks with drivers to see where the experience may be falling short.

By Bryan Wassel • May 8, 2025

One year later, Target calls express self-checkout a success

The retailer’s self-checkout limits led to shorter transaction times, higher NPS and more customers choosing staffed registers.

By Bryan Wassel • May 7, 2025

Frontier focuses on its value proposition as leisure travel tapers off

The budget carrier is cutting flights during off-peak days and emphasizing its bundled offerings.

By Kristen Doerer • May 7, 2025

How grocers can meet Gen Z’s digital expectations

This generation’s needs should serve as the playbook for creating omnichannel capabilities that highlight value and authenticity while bettering the in-store experience, sources said.

By Peyton Bigora • May 6, 2025

How negative reviews can actually improve customer satisfaction

Negative reviews can harm a brand’s reputation, but research shows there are benefits, too, especially when a company responds effectively.

By Michael Brady • Updated May 7, 2025

What a White House-Amazon kerfuffle says about tariffs, prices and talking to customers

Amazon says it decided against telling shoppers how new duties affect prices, a plan the White House slammed as “hostile and political.” But is it a good idea? Yes and no.

By Daphne Howland • May 2, 2025

Should companies tie NPS scores to employee bonuses?

Businesses that peg net promoter scores to pay say it elevates customer experience mandates. But experts warn that without proper guardrails, the metric's reliability is at stake.

By Bryan Wassel • April 30, 2025

JetBlue touts customer satisfaction as travel demand slows

Like other airlines, JetBlue is leaning on premium offerings and its loyalty program as consumers pull back on travel.

By Kristen Doerer • April 29, 2025

Consumer expectations plunge at fastest pace since 1990 recession

“Some measures of expectations on both the business and consumer fronts look outright recessionary,” Goldman Sachs Chief Economist Jan Hatzius said.

By Jim Tyson • April 29, 2025

Satisfaction with government services faces headwinds in 2025

While the metric has been increasing, there is still a sizable gap between government and other industries, Qualtrics found.

By Kristen Doerer • April 29, 2025

Customer service worker shortage grew in Q1, despite wage increases

Worker burnout is causing more employees to quit and fewer candidates to apply, according to a Resume Now report.

By Michael Brady • Updated April 28, 2025

American Airlines touts loyalty wins as revenue growth stagnates

Despite weaker travel demand in the main cabin, the carrier, like Delta Air Lines and United Airlines, pointed to its loyalty program and premium offerings as strengths.

By Kristen Doerer • April 25, 2025

Traffic, out-of-stocks contribute to falling store CX during peak times

Retail customer satisfaction reaches its low point between 6 and 8 p.m. daily, but smart staffing throughout the day can elevate the experience, according to HappyOrNot.

By Bryan Wassel • April 23, 2025

After record high, customer satisfaction with airlines falls

Customer satisfaction dropped 4% from last year, driven by business customer dissatisfaction, the American Customer Satisfaction Index found.

By Kristen Doerer • April 23, 2025

What troubles shoppers when searching online

Creating clear product landing pages that turn customer concerns into searchable content are key to help shoppers find what they’re looking for.

By Xanayra Marin-Lopez • April 21, 2025

How KFC’s customer listening program helps it nail the first experience

The program is designed to collect data from a range of sources, disseminate findings across the company and coordinate teams to solve customer pain points, KFC COO Rob Swain said.

By Bryan Wassel • April 21, 2025

Generational needs in apparel CX can be met by common store design principles

Organization, speed and navigation are near-universal ingredients for good in-store experiences, no matter the shopper's age.

By Bryan Wassel • April 18, 2025

Credit unions outperform retail banks in customer satisfaction

Credit unions typically offer better interest rates and lower fees than retail banks, making them attractive to consumers amid high prices, according to J.D. Power.

By Michael Brady • April 17, 2025

Albertsons credits app experience, loyalty for digital sales boost

Loyalty membership grew 15% year over year for the second quarter in a row, while digital sales grew 24% year over year.

By Bryan Wassel • April 16, 2025

Tillster: 61% of users want more restaurant kiosks

Diners are becoming more comfortable with kiosks since they can review their orders for accuracy, per a report.

By Julie Littman • April 16, 2025

Rent the Runway rethinks customer service approach

Shifting to more proactive service, the team now spends 14% of its time calling customers to build loyalty, according to CEO Jennifer Hyman.

By Bryan Wassel • April 15, 2025

JPMorgan Chase, Wells Fargo: US consumers remain resilient

Even as consumer sentiment plunges, spending data shows resilience, JPMorgan Chase says.

By Kristen Doerer • April 14, 2025

Consumer sentiment plummets, inflation expectations soar amid trade war

“There’s been a sharp decline in consumer sentiment, and business sentiment measures have weakened too,” New York Federal Reserve Bank President John Williams said.

By Jim Tyson • April 14, 2025