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 Kristen Doerer • Oct. 7, 2024

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

Explore the Trendline➔

Loyalty

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

By CX Dive staff

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 Kristen Doerer • Oct. 4, 2024

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 Bryan Wassel • Updated Oct. 4, 2024

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

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 Kristen Doerer • Oct. 2, 2024

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

Sam’s Club, Costco link higher staff salaries to CX improvements

The warehouse club retailers are boosting wages to encourage associates to stay on longer, which contributes to better customer service.

By Bryan Wassel • Oct. 1, 2024

Top customer experience conferences in 2025

Customer service automation, loyalty programs and customer data management are just some of the areas these upcoming events will touch upon.

By Bryan Wassel , Kristen Doerer • Oct. 1, 2024

NPS creator details new global standards for customer experience

Bain & Company, alongside Kantar and Qualtrics, refined the global standards, which were first unveiled in July, to develop industrywide buy-in.

By Bryan Wassel • Sept. 30, 2024

Brand BFFs: How building strong bonds with customers pays off

Genuine relationships matter. Research shows emotionally connected customers are twice as valuable as highly satisfied customers. 

By Rosalyn Page • Sept. 30, 2024

Southwest lays out fresh offerings to meet customer and investor demands

The company unveiled a plan to meet customers’ evolving preferences while maintaining core policies, like free bags, that have differentiated the airline.

By Kristen Doerer • Sept. 27, 2024

From lotions to linens: How hotel marketplaces can boost guest loyalty

Advanced data analytics makes it easier for hotels to sell in-room products and win repeat customers.

By Shefali Kapadia • Sept. 27, 2024

Customers are done with passwords. Do businesses have a solution?

Research shows customers are frustrated with the login experience, and the friction can cost businesses customers.

By Kristen Doerer • Sept. 27, 2024

AutoZone credits its customer-first mindset for sales growth

Following nearly 6% sales growth in fiscal 2024, the auto parts retailer is doubling down on its commitment to employee and customer experiences in fiscal 2025.

By Bryan Wassel • Sept. 26, 2024

How Jackson Family Wines brought wine country online

Kendall-Jackson boosted active website users nearly sevenfold year-over-year in July after relaunching its site with a new layout and self-service options.

By Bryan Wassel • Sept. 25, 2024

JetBlue introduces lounges in pursuit of premium customers

As JetBlue looks to become the best East Coast leisure network, the airline is opening airport lounges in New York and Boston beginning next year.

By Kristen Doerer • Sept. 25, 2024

How couponing communities are still thriving

Though it's been over a decade since TLC aired Extreme Couponing, shoppers are still deal-hunting — the methods have just changed.

By Xanayra Marin-Lopez • Sept. 25, 2024

How Kroger is using standardized metrics to boost its retail media network

During a conference panel, the grocer shared how IAB’s guidelines have improved accountability as the chain looks to release its own updated measurement model.

By Peyton Bigora • Sept. 24, 2024

Why consumers, not restaurants, are dictating value

Guests with tighter budgets are seeking out more affordable options, and restaurants — desperate for their dollars — are responding with a battle for the best value offer. 

By Julie Littman • Sept. 24, 2024

United’s chief customer officer to retire

Linda Jojo plans to retire in January. David Kinzelman will assume the role on Oct. 1.

By Kristen Doerer • Sept. 23, 2024

FedEx confident shippers will accept pricier holiday fees

Customers understand the shorter period between Black Friday and Christmas will pressure the carrier's network, Chief Customer Officer Brie Carere said.

By Max Garland • Sept. 23, 2024

5 ways brands can better connect with their customers

The key to customer loyalty lies in the desire to enhance customers’ lives. Explore these key tips for advancing your CX to meet the needs of the modern customer today.

Sept. 23, 2024

Darden Restaurants turns to dining speed to improve sales

The company will boost throughput and adjust scheduling to improve in-store dining experiences as it adds more order volume from its delivery partnership with Uber.

By Bryan Wassel • Sept. 20, 2024

White Castle pivots to gamified, tiered rewards

The slider chain is looking to encourage specific consumer behaviors, like late-night visits or trialing new menu items, with “quests” across three loyalty levels.

By Aneurin Canham-Clyne • Sept. 20, 2024