Strategy: Page 11
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StubHub is in the hot seat for ‘drip pricing.’ Here’s how it affects consumer behavior.
The attorney general for Washington, D.C., sued StubHub last week, accusing the online ticket platform of violating consumer protections. But just how do those surprise fees affect consumer behavior?
By Lisa Scherzer • Aug. 7, 2024 -
Courtesy of Etsy
Etsy to launch paid buyer membership program
Etsy Insider includes benefits like free domestic shipping on “millions” of items — at no cost to sellers.
By Tatiana Walk-Morris • Aug. 7, 2024 -
Explore the Trendline➔
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TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Courtesy of JD Sports
Nike, JD Sports expand connected loyalty program to the US
The move makes JD Sports the first global partner of the connected program, and comes as Nike leans back into wholesale.
By Cara Salpini • Aug. 6, 2024 -
Debalina Ghosh via Getty Images
Good loyalty programs drive word-of-mouth recommendations
Most customers will recommend brands with good loyalty programs, but few pass the test and make members feel recognized, a recent study found.
By Bryan Wassel • Aug. 6, 2024 -
Win McNamee via Getty Images
US Senate committee approves bill targeting hotel ‘junk fees’
Hospitality associations applauded the approval of the Hotel Fees Transparency Act of 2023, with AHLA calling it a “step toward a more transparent booking process.”
By Jenna Graber • Aug. 6, 2024 -
Justin Sullivan via Getty Images
Wendy’s is ‘confident’ experience improvements will drive loyalty — and growth
A $15 million investment in its app and loyalty program is starting to pay off, CEO Kirk Tanner said.
By Kristen Doerer • Aug. 5, 2024 -
Sorapop via Getty Images
How politically motivated review bombing can harm customer journeys
Reviews are incredibly important to customers’ shopping journey. But what happens when those reviews are part of a coordinated attack on a company for its political stance?
By Kristen Doerer • Aug. 2, 2024 -
Brandon Bell via Getty Images
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 -
Justin Sullivan via Getty Images
EBay’s AI investments fuel streamlined experiences for buyers and sellers
Tools, like Shop the Look, help buyers find inspiration by showing multiple items together, while Magical Listing streamlines the listing process for sellers.
By Bryan Wassel • Aug. 1, 2024 -
Jeenah Moon via Getty Images
JetBlue hinges CX improvements on back-to-basics strategy
The carrier is expanding its product offerings to ensure the “customer value proposition remains attractive to the full spectrum of leisure customers,” CEO Joanna Geraghty said.
By Kristen Doerer • Aug. 1, 2024 -
Courtesy of Starbucks
As traffic dips, Starbucks takes action to reduce order times
Domestic comparable traffic fell 6% in Q3 despite the chain’s efforts to drive sales with product launches and improved operational throughput.
By Aneurin Canham-Clyne • Aug. 1, 2024 -
AaronAmat via Getty Images
Gen X is least tolerant of bad experiences, survey finds
While Gen Z is most likely to stay loyal to a brand, it takes just one or two bad experiences to lose most Gen X consumers, a Morning Consult survey found.
By Kristen Doerer • July 31, 2024 -
Brandon Bell via Getty Images
McDonald’s says experience is the answer to sales slump
“We're getting faster, we're delivering a better experience, and when you put all that together, that's what defines value for the consumer,” EVP and CFO Ian Borden said.
By Bryan Wassel • July 30, 2024 -
Mario Tama/Getty Images via Getty Images
Good experiences are No. 1 reason customers are loyal, study finds
Nearly 3 in 5 customers say they are loyal to brands that provide good experiences, a Marqeta survey found.
By Kristen Doerer • July 30, 2024 -
Courtesy of Cava
Cava wants to improve its dining room ambiance. Should other QSRs follow suit?
Quick service restaurants typically don’t want people to linger, but experts say there are steps operators can take to forge a deeper connection with diners while also keeping them moving.
By Danielle McLean • July 30, 2024 -
Anna Gorbacheva via Getty Images
How return policies fit into retail CX
As retailers sharpen their focus on customer experience, no-questions-asked return policies have fallen by the wayside. Just ask L.L. Bean.
By S.L. Fuller • July 29, 2024 -
Scott Olson via Getty Images
Southwest, citing customer preference, bids farewell to open seating
Open seating is the top reason former customers cited for leaving Southwest. It "is no longer optimal for today's customers," CEO Bob Jordan said.
By Bryan Wassel • July 25, 2024 -
Permission granted by Marriott International
Marriott aims to build loyalty with branded residential growth
The hotel company launched an owner recognition program as its branded residential portfolio and pipeline see significant expansion.
By Jenna Graber • July 24, 2024 -
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NPS creator Bain & Co. joins Kantar, Qualtrics to reinvent CX standards
The trio of companies want to set a global standard for benchmarking CX that goes beyond measuring customer satisfaction.
By Bryan Wassel • July 23, 2024 -
Urupong via Getty Images
Amazon, Better Business Bureau file joint lawsuit in fight over fake reviews
It’s the e-commerce giant’s first joint lawsuit tackling fake review brokers, and aims to shut down ReviewServiceUSA.com.
By Tatiana Walk-Morris • July 23, 2024 -
Scott Olson via Getty Images
United Airlines touts high customer satisfaction score, app popularity
Despite bearing the brunt of customers' concerns about flying safety this spring, United has been able to maintain strong operations to boost CX.
By Kristen Doerer • July 22, 2024 -
Win McNamee via Getty Images
6 ways the CFPB wants to keep its eyes on fintech middlemen
Clearer guidance around “rent-a-bank,” open banking and buy now, pay later will ensure more consumers benefit, Director Rohit Chopra said.
By Suman Bhattacharyya • July 22, 2024 -
AzmanL via Getty Images
Automation, data analytics top list of CX investments in 2024
With pressure mounting to demonstrate ROI, CX leaders are shifting investments to automation and data analytics, a CX Network report found.
By Kristen Doerer • Updated Aug. 5, 2024 -
Courtesy of Burger King
Why Burger King is all-in on gamification
A full pipeline of new and unique in-app games drives engagement for the brand, according to Preston Nix, director of loyalty and CRM.
By Amanda Baltazar • July 19, 2024 -
Ezra Acayan via Getty Images
Customers enjoy social media shopping despite overwhelming ads
More customers are using social media to find products, buy items and contact customer service, a Medallia survey found.
By Kristen Doerer • July 18, 2024
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