Strategy: Page 16
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Retrieved from Piqsels.
Digital engagement fell as retail customers moved to mobile, study finds
Smaller screens have led to shallower sessions and fewer purchases, Contentsquare's research of 25 billion sessions shows.
By Kristen Doerer • March 29, 2024 -
Permission granted by Amazon
Amazon says it removed over 7M fake goods in 2023
Customer trust is difficult to earn and easy to lose, an Amazon executive said, making it crucial to curtail counterfeits.
By Tatiana Walk-Morris • March 29, 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 -
wxin via Getty Images
How 7 companies are boosting brand loyalty
From Target to Swarovski, brands are stepping up efforts to engage customers, rethinking loyalty and rewards programs or finding new ways to apply feedback.
By Naomi Eide • March 28, 2024 -
Justin Sullivan via Getty Images
Good CX beats out price for customer loyalty, survey finds
Four in 5 customers choose a better customer experience over cheaper pricing, according to a report from A Closer Look.
By Kristen Doerer • March 28, 2024 -
Daphne Howland/CX Dive
Beyond Inc. names chief customer officer, relaunches Overstock.com
Carlisha Robinson was promoted to the role, as the company also announced the launch of Overstock.com this week.
By Nate Delesline III • March 27, 2024 -
Mario Tama via Getty Images
Inside CVS Health’s push to transform customer experience
The transformation, led by Deloitte Digital, focused on increasing customer feedback to identify pervasive issues and closing the loop on customer inquiries.
By Kristen Doerer • March 27, 2024 -
Courtesy of HubSpot
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 -
Courtesy of The Home Depot
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 Bryan Wassel • March 26, 2024 -
Brandon Bell via Getty Images
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 Kristen Doerer • March 25, 2024 -
Anna Gorbacheva via Getty Images
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 -
FG Trade via Getty Images
Sponsored by Stellar ElementsWhat 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 -
Scott Olson via Getty Images
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 Kristen Doerer • March 22, 2024 -
Peyton Bigora/CX Dive
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 -
AzmanL via Getty Images
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 Bryan Wassel • March 20, 2024 -
Scott Olson via Getty Images
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 Kristen Doerer • March 19, 2024 -
Joe Raedle via Getty Images
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 Kristen Doerer • March 19, 2024 -
Lynne Marek/CX Dive
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 -
Justin Sullivan / Staff via Getty Images
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 Bryan Wassel • March 18, 2024 -
Yuri_Arcurs via Getty Images
Sponsored by Stellar Elements93% 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 -
Joe Raedle/Staff via Getty Images
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 Bryan Wassel • March 15, 2024 -
Inside Creative House via Getty Images
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 Bryan Wassel • March 15, 2024 -
Permission granted by Chick-fil-A
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 -
Scott Olson via Getty Images
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 Kristen Doerer • March 14, 2024 -
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 Bryan Wassel • March 13, 2024 -
Alex Grimm via Getty Images
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 Kristen Doerer • March 12, 2024
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