Strategy: Page 12

  • A Target storefront with the company's signature red color scheme and bullseye logo
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    Courtesy of Target
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    Target upgrades loyalty program, rolls out paid membership

    Target Circle 360 will cost $99 a year and comes as the retailer plans 300 new stores in the coming decade.

    By Nate Delesline III • March 5, 2024
  • Two shoppers leave a Best Buy store.
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    Spencer Platt via Getty Images
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    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 • March 4, 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 woman enters a Chase Bank in New York City.
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    Spencer Platt via Getty Images
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    Why Chase keeps investing in brick-and-mortar

    “Consumers want both the ease and flexibility of banking from their phone, and access to branches and experts that can help them navigate life moments,” Chase’s head of digital products and channel told CX Dive.

    By • March 1, 2024
  • Wendy’s cups made with 20% ISCC-certified, recycled plastic (on a mass balance basis)
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    Permission granted by Berry Global
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    Wendy’s backtracks on dynamic pricing

    The company said Tuesday that it would not charge higher prices during peak hours. This statement follows widespread consumer backlash on social media in response to mention of a dynamic pricing test in its Q4 earnings call. 

    By Aneurin Canham-Clyne • March 1, 2024
  • An image of a customer entering a Cava restaurant.
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    Mario Tama via Getty Images
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    Cava plots ‘3.0’ store design for a more inviting dining experience

    The fast-growing Mediterranean chain wants to make its restaurants more comfortable and inviting for customers to bolster sales.

    By Emma Liem Beckett • Feb. 29, 2024
  • A Porsche is seen on stage of the opening ceremony of the Geneva International Motor Show.
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    Mohamed Farag via Getty Images
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    Porsche names new head of North America customer experience

    Christine Russell Fleischer, who was most recently at Infiniti, will take over as VP of customer experience and will report to CEO Timo Resch.

    By • Feb. 27, 2024
  • A stressed man uses his laptop while sitting on a couch at home.
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    AaronAmat via Getty Images
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    When companies forget empathy, they risk customer trust and loyalty

    While businesses often think of empathy in human-to-human interactions, it’s equally important in digital experiences, Forrester research found.

    By • Feb. 27, 2024
  • A red emergency pizza box from Domino's
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    Courtesy of Domino's
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    Domino’s loyalty relaunch draws 2M new members

    Strengthened by its emergency pizza marketing stunt, Domino’s updated rewards program helped bolster traffic and comparable sales.

    By Aneurin Canham-Clyne • Feb. 27, 2024
  • A passenger walks by a United Airline's sign in Chicago's O'Hare International Airport with luggage.
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    Scott Olson via Getty Images
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    American, United raise bag fees, other carriers likely to follow

    As airlines look to cut costs, they will have to be careful not to draw the ire of customers, who are already frustrated by the increasing price of air travel.

    By • Feb. 26, 2024
  • A happy contact center agent
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    Delmaine Donson via Getty Images
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    Back to CX basics: How to understand your customers

    Leaders need to be in touch with customers’ needs to identify the investments that will make the biggest difference in overall outcomes.

    By • Feb. 23, 2024
  • Screengrab off Amazon's website of Recurring Reservations and Repeat Items features
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    Retrieved from Amazon.
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    Amazon Fresh launches Recurring Reservations feature for online shopping

    The new feature allows grocery customers to choose a time for pickup or delivery orders up to a week in advance.

    By Peyton Bigora • Feb. 23, 2024
  • A frustrated woman looks at her mobile phone.
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    Pekic via Getty Images
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    Are businesses listening to what customers don’t say?

    CX leaders need to pay attention to the "silent signals" from unhappy customers who don’t raise their hands to voice their complaints.

    By Michael Hinshaw • Feb. 22, 2024
  • A woman in a call center answers a call.
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    South_agency via Getty Images
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    Gartner expects the EU to mandate ‘right to talk to a human’ by 2028

    Customer service leaders investing heavily in AI solutions would do well to keep a human in the loop, Gartner advises.

    By • Feb. 20, 2024
  • Online hotel search
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    anyaberkut via Getty Images
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    Travel loyalty program providers fall short

    A new study from arrivia reveals a divide between what customers want and what businesses assume.

    By • Feb. 20, 2024
  • Buy now, pay later
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    I going to make a greatest artwork as I can, by my head, my hand and by my mind. via Getty Images
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    Buy now, pay later popularity rises among ‘financially fragile’ consumers

    About 60% of that group has used buy now, pay later services five or more times in the past year, compared to just over 20% of financially stable consumers, the New York Fed said.

    By Caitlin Mullen • Feb. 16, 2024
  • A picture of Burger King signs.
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    Justin Sullivan via Getty Images
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    Burger King, Popeyes lean into kiosks, remodels to spur speedy service

    Parent company Restaurant Brands International is focusing on improving speed and convenience as drivers of customer satisfaction.

    By • Feb. 15, 2024
  • A person holding a cell phone with both hands.
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    Delmaine Donson via Getty Images
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    Peer-to-peer payment platforms have a trust problem, AARP says

    “When it comes to addressing instances of financial exploitation, consumers are less likely to trust P2P platforms than banks and credit unions,” an AARP survey reported.

    By Tatiana Walk-Morris • Feb. 15, 2024
  • A customer walks into a FedEx store on December 21, 2022 in Houston, Texas.
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    Brandon Bell via Getty Images
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    Consumers seek in-store returns and no-label shipping, FedEx study finds

    Most consumers think returns have become easier in recent years, according to FedEx. People have also grown accustomed to convenient return options.

    By • Feb. 14, 2024
  • A stressed, frustrated woman uses her laptop.
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    Brothers91 via Getty Images
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    Slow websites are frustrating visitors, causing dips in engagement

    JavaScript errors were to blame for the increasing rate of frustrating digital experiences, according to a new Contentsquare study.

    By • Feb. 14, 2024
  • A boyfriend surprises his girlfriend with a Valentine's Day present, making her smile.
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    Brothers91 via Getty Images
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    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 • Feb. 14, 2024
  • Woman online shopping on smart phone.
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    Oatawa via Getty Images
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    Search refinement tools increase consumer spending, satisfaction

    When one of the largest e-commerce platforms in China rolled out a picture-text refinement search tool, it became a win-win for the company and its customers.

    By • Feb. 12, 2024
  • JPMorgan Chase sign in front of building in street level view.
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    Chris Hondros via Getty Images
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    JPMorgan banks on branch expansion to build customer relationships

    JPMorgan plans on opening 500 branches in the next three years that will feature a consultation area for customers to have private conversations.

    By Rajashree Chakravarty • Feb. 9, 2024
  • A worker lifts a filled bowl out of a test version of Hyphen and Chipotle's automated digital makeline.
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    Courtesy of Chipotle
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    Chipotle combines automation, training to spur speedy service

    The restaurant is banking on loyalty improvements, automation and improved store management to ensure fast and accurate service.

    By • Feb. 9, 2024
  • A group of people look at and discuss financial indicators
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    courtneyk via Getty Images
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    CXOs struggle to identify appropriate metrics, demonstrate ROI

    Chief experience officers need to demonstrate measurable progress to get the buy-in from executive leadership, according to Deloitte Digital’s CXO.

    By • Feb. 8, 2024
  • The Internal Revenue Service sign in capital letters on a tan building on a sunny day.
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    Pgiam for iStock via Getty Images
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    Inside the IRS’ journey to allow taxpayers to file for free

    In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.

    By • Feb. 8, 2024