Strategy: Page 11

  • 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
  • Outside storefront image of The Home Depot
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    Courtesy of The Home Depot
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    Back to CX basics: Why employee experience matters, too

    Frontline workers shape customer experiences with a brand every day, making them an invaluable source of insight.

    By • March 26, 2024
  • A person opens a package and reads a note. Explore the Trendline➔
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    blackCAT via Getty Images
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    Trendline

    Loyalty

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

    By CX Dive staff
  • A passenger checks-in for their flight at an airport kiosk.
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    Brandon Bell via Getty Images
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    Department of Transportation to review privacy practices of US airlines

    The review will look at how the largest 10 airlines collect, handle, maintain and use customers’ personal data.

    By • March 25, 2024
  • A customer prepares a box for a return
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    Anna Gorbacheva via Getty Images
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    Return policies sway customer behavior: survey

    Store customers return less than online shoppers, and some rules are boosting in-store returns of online orders, according to the ICSC.

    By Tatiana Walk-Morris • March 25, 2024
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    FG Trade via Getty Images
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    Sponsored by Stellar Elements

    What about CX white space: Rethinking gaps as opportunities

    CX gaps aren’t just puzzles for the elite to figure out. They’re more like open secrets waiting for anyone to take action.

    March 25, 2024
  • A pedestrian walks past a Citibank branch on November 15, 2023 in Chicago, Illinois.
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    Scott Olson via Getty Images
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    Consumers are satisfied with banks, American Bankers Association survey finds

    The trade association presented its survey findings as evidence that the Consumer Financial Protection Bureau’s proposed regulations are unnecessary.

    By • March 22, 2024
  • New logo display above produce wall at Manassa, Virginia, Sprouts Farmers Market
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    Peyton Bigora/CX Dive
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    Sprouts loyalty program looks to significantly boost first-party data collection

    Set to pilot this summer, the specialty grocer’s loyalty program will operate on a points-based system and offer better insights into shopper behavior.

    By Peyton Bigora • March 22, 2024
  • Rear view personal perspective of diverse executive team video conferencing with male CEO and discussing data.
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    AzmanL via Getty Images
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    Back to CX basics: How to speak the language of the C-suite

    Customer experience leaders are positioned to bring their fellow executives on board through the use of smart metrics and strong storytelling.

    By • March 20, 2024
  • Customers make purchases at a T. J. Maxx store.
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    Scott Olson via Getty Images
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    Companies aren’t fulfilling customer service promises, employees say

    Customer expectations grew during the pandemic, but companies aren’t adequately staffing workplaces to keep pace, according to Gallup analysis.

    By • March 19, 2024
  • Bud Light sits on a store shelf.
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    Joe Raedle via Getty Images
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    Anheuser-Busch thanks BEES platform for customer satisfaction boost

    The beverage company’s business-to-business e-commerce platform grew its net promoter score as well as its bottom line.

    By • March 19, 2024
  • Consumer Financial Protection Bureau Director Rohit Chopra standing at a podium on stage.
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    Lynne Marek/CX Dive
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    CFPB warns of ‘dangers’ on standards for open banking

    “We know dangers exist when more powerful players weaponize industry standards,” Consumer Financial Protection Bureau Director Rohit Chopra said in advance of finalizing an open banking rule later this year.

    By Lynne Marek • March 19, 2024
  • An escalator in a Dick's Sporting Goods store
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    Justin Sullivan / Staff via Getty Images
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    Dick’s leans into experiential House of Sports format to fuel growth

    The sporting goods retailer wants to open as many as 100 House of Sports locations, with features like rock climbing walls and indoor tracks, by 2027.

    By • March 18, 2024
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    Yuri_Arcurs via Getty Images
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    Sponsored by Stellar Elements

    93% of business leaders have a CX blind spot. Are you one of them?

    When silos form, more and more CX blind spots emerge, and CX debt increases. To stop that from happening — or to break down existing silos — business leaders need to form a united front.

    March 18, 2024
  • Customers on the checkout line at a Target
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    Joe Raedle/Staff via Getty Images
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    Target rolls out express self-checkout lanes to speed up service

    The retailer will introduce self-checkout lanes limited to 10 items and give managers more leeway to open and shut self-service lanes throughout the day.

    By • March 15, 2024
  • A man browses on his tablet at home
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    Inside Creative House via Getty Images
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    Poor UX is the leading cause for unsatisfactory digital experiences

    More than half of customers say they will switch brands if they are not satisfied with the digital user experience, according to a new Publicis Sapient survey.

    By • March 15, 2024
  • The exterior of Chick-fil-A's digital pickup-only restaurant in New York City
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    Permission granted by Chick-fil-A
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    Chick-fil-A to open first digital-only pickup restaurant in NYC

    The 3,500-square-foot walk-up restaurant is the first of two digital-focused locations to open this year, with an elevated drive-thru expected to follow.

    By Julie Littman • March 15, 2024
  • A passenger walks in an airport terminal. An American Airlines plane can be seen through the window.
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    Scott Olson via Getty Images
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    American Airlines’ NPS score jumps thanks to improved completion

    The key to serving customers “is reliability, getting people from start to finish with their bags on time, every time,” American Airlines CEO Robert Islom said.

    By • March 14, 2024
  • A leafy green bush sits in front of a reddish brick store against a bright blue sky, with the name Kohl's in white block letters.
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    "Kohl's" by Mike Mozart is licensed under CC BY 2.0
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    Kohl’s plans to expand checkout spaces, credit cards in 2024

    The retailer is expanding dedicated checkout spaces to an additional 350 stores and aiming to convert more shoppers to its co-branded credit card.

    By • March 13, 2024
  • Passengers stand at a Lufthansa rebooking desk.
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    Alex Grimm via Getty Images
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    Lufthansa to invest billions in CX

    But first, the airline needs to address striking crew members, who say that Lufthansa’s record profits are a sign it can pay crew members more.

    By • March 12, 2024
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    nd3000 via Getty Images
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    Sponsored by Stellar Elements

    Addressing your CX debt starts with admitting you have a problem

    CX debt isn’t just another buzzword; it’s a wake-up call. This debt is a continued financial toll accumulating from unresolved CX gaps in an organization. 

    March 11, 2024
  • Customers use an ATM at a Bank of America office.
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    Justin Sullivan via Getty Images
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    Customers trust their banks, but data security is a top worry, survey finds

    Good customer service was the leading reason for customer satisfaction, a EPAM Continuum report found.

    By • March 8, 2024
  • External shot of a Tractor Supply.
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    Taunya Moore/CX Dive
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    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
  • Signage that reads "Foot Locker" outside a store in Chicago, Illinois
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    Scott Olson/Getty Images via Getty Images
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    Foot Locker touts high NPS scores as sign of turnaround

    The retailer credited store associates for its high net promoter scores and shared its plans to better connect its digital and physical experiences.

    By • March 7, 2024
  • An employee assists a customer at The Home Depot store.
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    Brandon Bell via Getty Images
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    Aim for forgettable experiences, CSG says

    Yes, it’s counterintuitive. But customers value easy experiences over exceptional ones, CSG said in a recent report.

    By • March 6, 2024
  • Five pieces of clothing, with a cardboard box labeled "Stitch Fix."
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    Courtesy of Stitch Fix
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    Stitch Fix hints at new client experience as declines persist

    The apparel box e-retailer lowered its guidance for its full fiscal year, ending in July, and CEO Matt Baer asked for patience with its transformation.

    By Daphne Howland • March 6, 2024