Strategy: Page 12
-
Courtesy of Hilton
Hotel restaurants use storytelling, immersive experiences to draw repeat guests
Successful concepts center narratives, offer signature experiences and are well-attuned to changing customer tastes, experts say.
By Brian Martucci • July 18, 2024 -
Courtesy of Delta Air Lines
Delta focuses on premium experiences to offset increasing costs
The airline expects premium seats, airport lounges and other high-end amenities to bolster revenue growth as the cost to serve customers increases.
By Bryan Wassel • July 12, 2024 -
Explore the Trendline➔
blackCAT via Getty Images
TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Guitar Center revamps tech leadership to tune the customer experience
Adolfo Rodriguez, incoming chief technology and information officer, most recently served as SVP of technology transformation at Advance Auto Parts.
By Roberto Torres • July 12, 2024 -
fizkes via Getty Images
Will CX teams continue to grow?
CX programs grew last year, but economic headwinds and budgetary pressures could bring stagnation this year.
By S.L. Fuller • July 11, 2024 -
Dilok Klaisataporn via Getty Images
5-star experiences drive long-term customer value
Five-star ratings lead to higher repeat purchase rates and more word-of-mouth advertising, Gartner’s Brad Jashinsky said.
By Bryan Wassel • July 10, 2024 -
Spencer Platt via Getty Images
Starbucks streamlines beverage making, creates role to speed service
The Siren Craft System, rolling out across the U.S. and Canada by the end of July, aims to help baristas and managers anticipate demand and improve experience.
By Bryan Wassel • July 10, 2024 -
Jenny Kane/AP
Information overload: How too many reviews overwhelm shoppers
Reviews can help inform customers, but too many can hinder the shopping experience, overwhelming consumers to the point of decision paralysis.
By Lisa Scherzer • July 9, 2024 -
Justin Sullivan via Getty Images
Mobile apps drive fast food satisfaction — so long as service is speedy
High-quality mobile apps can be central to the fast food experience if they enable improvements across the entire customer journey.
By Bryan Wassel • July 8, 2024 -
Kevin Dietsch / Staff via Getty Images
The Supreme Court struck down the Chevron doctrine. What does that mean for CX leaders?
Consumer rights groups say the decision jeopardizes federal regulations meant to protect the public. CX leaders in all industries will have to constantly adapt.
By Kristen Doerer • July 8, 2024 -
dszc via Getty Images
How California’s ‘junk fee’ laws could impact legislation nationwide
The state is now a testing ground for rules affecting how hotels and other accommodations display mandatory fees.
By Noelle Mateer • July 2, 2024 -
DustyPixel/iStock via Getty Images
California changes junk fee disclosure for restaurants
The state says restaurants, bars, grocery stores and grocery delivery services are exempt from new transparency rules set to go into effect Monday.
By Aneurin Canham-Clyne • July 1, 2024 -
Justin Sullivan via Getty Images
Walgreens promises better CX as it shrinks store footprint
The pharmacy retailer is working on reducing wait times for patients and improving backend automation to boost customer experience.
By Bryan Wassel • June 28, 2024 -
Spencer Platt / Staff via Getty Images
Citi tops list of bank customer satisfaction for financial advice
Advice is a key component of customer experience at financial institutions, but banks have room to improve, according to J.D. Power.
By Kristen Doerer • June 28, 2024 -
Retrieved from Placer.ai on June 27, 2024
Albertsons, Fresh Thyme execs talk grocery consumers’ changing behaviors
Where shoppers are fulfilling their meal needs “looks really, really different than it did a few years ago,” Lisa Kinney of Albertsons said during a virtual event.
By Sam Silverstein • June 28, 2024 -
pixdeluxe via Getty Images
Companies don’t need pricey tech to improve customer service, Gartner says
Careful planning and data organization can help companies resolve customer service journeys in fewer channels without breaking the budget.
By Bryan Wassel • June 27, 2024 -
Cara Salpini/CX Dive
Customers want rewards and exclusive perks from loyalty programs, survey finds
Consumers want the ability to earn rewards points towards discounts, bonuses or exclusive merchandise, according to a Snappy survey.
By Kristen Doerer • June 27, 2024 -
Scott Olson via Getty Images
Customer experience scores plummet to record lows, Forrester finds
For most companies, performance dropped across three metrics — effectiveness, ease and emotion. Only airlines bucked the trend.
By Kristen Doerer • June 26, 2024 -
ProfessionalStudioImages via Getty Images
Shoppers don’t love in-store experiences as much as retailers think, study finds
Consumers want fun, efficient in-store experiences that blend seamlessly with online experiences, a RSR and Jumpmind study found.
By Bryan Wassel • June 25, 2024 -
Adam Glanzman via Getty Images
New Balance launches trade-in program in nearly 100 stores
In partnership with Archive, the brand is scaling its Reconsidered program where customers bring in gently worn footwear to receive a voucher toward their next purchase.
By Tatiana Walk-Morris • June 25, 2024 -
Courtesy of Brooks Running
Brooks turns shoe finding into zero-party data
The brand provides customers a guide to find the best running shoe for them. Its questions also help collect zero-party data.
By Kristen Doerer • June 24, 2024 -
Scott Olson via Getty Images
Foot Locker simplifies loyalty program, adds cash back
The shoe retailer soft launched a revamped FLX loyalty program last week, using extensive voice of the customer research to offer tangible rewards, a Foot Locker executive told CX Dive.
By Kristen Doerer • June 24, 2024 -
Brandon Bell via Getty Images
Kroger associates help drive ‘dramatically reduced’ order fulfillment times
The company credited investing in its associates with speeding up digital grocery orders and improving in-store experiences.
By Bryan Wassel • June 21, 2024 -
Permission granted by Forrester
How can brands use generative AI without alienating customers? ‘Disclose, disclose, disclose’
Consumer trust in generative AI is exceedingly low. It’s up to brands to bring customers along as they deploy the technology — or risk losing their trust.
By Kristen Doerer • June 21, 2024 -
Mark Davis via Getty Images
Dave & Buster’s sees customer satisfaction growth despite higher game prices
Guest satisfaction scores are at historical highs, and CEO Chris Morris believes there is room to increase game prices without taking a hit.
By Bryan Wassel • June 14, 2024 -
Sam Silverstein/CX Dive
How pricing intersects with CX
Not all businesses consider pricing a function of customer experience. But one typically impacts the other.
By S.L. Fuller • June 13, 2024
Previous
