Strategy: Page 2

  • A passenger walks in an airport terminal. An American Airlines plane can be seen through the window.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    American has a plan to win back business, premium customers

    The airline is slowly building back its business revenue as it looks to offer corporate customers more premium experiences.

    By • Oct. 24, 2024
  • The signage on the exterior of a Verizon store.
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    Verizon sees CX as key pillar in its fight against customer churn

    The company aims to reduce customer turnover to maintain wireless service revenue growth with the help of AI and more customer choice.

    By • Oct. 23, 2024
  • A person opens a package and reads a note. Explore the Trendline➔
    Image attribution tooltip
    blackCAT via Getty Images
    Image attribution tooltip
    Trendline

    Loyalty

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

    By CX Dive staff
  • Consumer holds phone looking at online reviews, star ratings.
    Image attribution tooltip
    GamePH via Getty Images
    Image attribution tooltip

    It’s official: There’s a ban on the purchase or sale of fake reviews

    The rule will allow the agency to seek civil penalties from knowing offenders, with fines of up to nearly $52,000 per violation. 

    By • Oct. 22, 2024
  • Exterior of a grocery store.
    Image attribution tooltip
    Courtesy of Whole Foods Market
    Image attribution tooltip

    Amazon pilots small-format grocery concept

    The test store in Chicago is meant for quick fill-in grocery runs and aims to reduce the number of retailers shoppers have to visit to complete shopping trips.

    By Peyton Bigora • Oct. 22, 2024
  • Woman talking on phone having unpleasant conversation and looks stressed.
    Image attribution tooltip
    fizkes via Getty Images
    Image attribution tooltip
    Deep Dive

    What the FTC’s ‘click-to-cancel’ rule means for customers

    Canceling a subscription can prove frustrating for consumers. Will the Federal Trade Commission’s new regulation improve their experience?

    By • Oct. 22, 2024
  • Martha Stewart poses alongside her JCPenney 2024 Holiday Collection.
    Image attribution tooltip
    Courtesy of JCPenney
    Image attribution tooltip

    JCPenney’s holiday playbook: Deals, in-store experiences and Martha Stewart

    The embattled department store is leaning into its already successful “Really Big Deal Reveals” campaign and bringing back a nostalgic giveaway. 

    By Jessica Deyo • Oct. 18, 2024
  • A United Airlines aircraft lifts off the tarmac.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    United credits tech and staff investments for rising NPS scores

    Inter-airport collaboration, iPhones for flight attendants and trainings to bolster pilot professionalism are among the CX-boosting investments the airline has made.

    By • Oct. 17, 2024
  • A shopper uses a phone while holding a bag of carrots inside a grocery store.
    Image attribution tooltip
    SDI Productions via Getty Images
    Image attribution tooltip

    Experiences bring shoppers in-store. How can retailers stand out?

    A majority of consumers visit stores for the experience, according to a Ryder survey. The kind of experience they want can differ, from picking up orders to seeking associate advice.

    By • Oct. 17, 2024
  • FTC regulation
    Image attribution tooltip
    Gorodenkoff via Getty Images
    Image attribution tooltip

    FTC unveils final ‘click-to-cancel’ rule for consumers

    The agency rule targeting recurring payments comes amid a broader effort by the Biden administration to reduce consumer “junk” fees.

    By Justin Bachman • Oct. 16, 2024
  • A person using two hands to unscrew Rare Beauty's Soft Pinch liquid blush
    Image attribution tooltip
    Permission granted by Rare Beauty
    Image attribution tooltip
    Deep Dive

    ‘Everybody benefits’: Why the beauty industry needs to get serious about accessible packaging

    Rare Beauty and Target have taken steps to develop guidance around universally accessible design. But the industry isn’t prioritizing it yet.

    By Caroline Jansen • Oct. 16, 2024
  • A frustrated woman looks at her mobile phone.
    Image attribution tooltip
    Pekic via Getty Images
    Image attribution tooltip

    Bad experiences put $3.8 trillion at risk

    While consumers are reporting fewer bad experiences, they are becoming less forgiving and will take their money elsewhere, according to Qualtrics XM Institute.

    By • Oct. 15, 2024
  • Exterior of Amazon Fresh store with banner reading "Grand Opening August 22, 8 AM"
    Image attribution tooltip
    Courtesy of Amazon
    Image attribution tooltip

    Amazon bundles online shopping of groceries and non-food items

    The company is diversifying its marketplace and fulfillment centers to allow Prime members to add goods from Amazon.com, Amazon Fresh and Whole Foods in one cart.

    By Peyton Bigora • Oct. 14, 2024
  • A family stands at a Delta Air Lines ticketing counter trying to rebook a flight after a CrowdStrike software update caused thousands of cancelations.
    Image attribution tooltip
    Jessica McGowan / Stringer via Getty Images
    Image attribution tooltip

    Delta touts CX wins despite revenue hit from CrowdStrike outage

    The airline spent about $170 million on customer expense reimbursements and crew-related costs following the CrowdStrike outage.

    By • Oct. 10, 2024
  • Two people sitting in white chairs in front of circular signs on a stage
    Image attribution tooltip
    Sam Silverstein/CX Dive
    Image attribution tooltip

    Sam’s Club to open location without checkout stations

    Shoppers at the digitally focused store, due to open next week in Grapevine, Texas, will need to use the retailer’s Scan & Go app to make purchases.

    By Sam Silverstein • Oct. 10, 2024
  • Person using phone to give feedback.
    Image attribution tooltip
    BlackSalmon via Getty Images
    Image attribution tooltip

    Reviews — and businesses’ responses — build customer trust, study finds

    The outsized impact of reviews is one of the reasons some businesses are looking to engage with customers’ good, bad and middling reviews.

    By • Oct. 10, 2024
  • Hand holding electronic remote key pushing button near red rental car
    Image attribution tooltip
    PaulGulea via Getty Images
    Image attribution tooltip

    National beats car rental rivals in customer satisfaction

    “National’s high ranking is largely due to its strong level of trust among customers,” J.D. Power’s Azari Jones said.

    By • Oct. 9, 2024
  • Shoppers walk through a mall during the holiday season.
    Image attribution tooltip
    Brendan Hoffman / Stringer via Getty Images
    Image attribution tooltip

    Holiday shopping spans multiple channels. Here’s how retailers can meet CX needs.

    Retailers can cater to holiday shoppers’ needs by offering great experiences for order pickup and in-store browsing alike.

    By • Oct. 8, 2024
  • Two people look over a wedding venue
    Image attribution tooltip
    LumiNola via Getty Images
    Image attribution tooltip

    David’s Bridal wants to be your wedding copilot

    The Pearl by David’s app helps brides plan their weddings with inspiration and a checklist. Chief Business Officer Elina Vilk believes it can improve the experience even more.

    By • Oct. 8, 2024
  • Five people sitting at a table with coffee and computers. Two of the people in focus, the other three have their backs toward the camera.
    Image attribution tooltip
    Piranka via Getty Images
    Image attribution tooltip

    Are customer success teams starting to stabilize?

    Budget and staff cuts rocked SaaS companies for the past two years, but the worst appears to be over for customer success teams, according to a report by ChurnZero and others.

    By • Oct. 7, 2024
  • A close up of a person holding a phone featuring rewards points and the ability to redeem them.
    Image attribution tooltip
    Debalina Ghosh via Getty Images
    Image attribution tooltip

    C-store discounts resonate with loyalty members, fall flat with non-members, report shows

    The American Customer Satisfaction Index shows a significant gap between the two consumer groups’ view of sales and promotion frequency.

    By Jessica Loder • Oct. 4, 2024
  • A person using their mobile phone to record a video of themselves.
    Image attribution tooltip
    Tirachard via Getty Images
    Image attribution tooltip

    How influencers sway consumer purchasing decisions

    More consumers are placing their trust in influencers, especially in online communities with niche interests, a Mavely survey found.

    By • Oct. 4, 2024
  • A store associate helps a customer in a hardware store
    Image attribution tooltip
    andresr via Getty Images
    Image attribution tooltip

    Why in-store customer satisfaction drops during peak periods

    Careful management of break times, shift rotations and daily store maintenance can help keep customer satisfaction high throughout the day.

    By • Updated Oct. 4, 2024
  • Cash App logo lit in neon
    Image attribution tooltip
    Anna Webber via Getty Images
    Image attribution tooltip

    Peer-to-peer payments tools lack transparency, consumer group says

    Popular peer-to-peer payment services like Zelle should be more upfront with consumers about the ability to ask for money back, Consumer Reports says.

    By Patrick Cooley • Oct. 3, 2024
  • The Sonos app on a smartphone screen.
    Image attribution tooltip
    "Sonos" by Focal Foto is licensed under CC BY-ND 2.0
    Image attribution tooltip

    Sonos has a plan to regain customer trust after app fiasco

    Unless it can improve the app experience and win back trust, the executive leadership team will not earn annual bonuses for the current fiscal year.

    By • Oct. 2, 2024
  • Exterior of supermarket
    Image attribution tooltip
    bgwalker/iStock Unreleased via Getty Images
    Image attribution tooltip

    Giant Eagle slashing delivery wait times

    The regional grocer is expanding its partnership with omnichannel platform Flybuy to reduce wait times for drivers.

    By Peyton Bigora • Oct. 2, 2024