Strategy: Page 4

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    Peyton Bigora/CX Dive
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    Inside the Store: Whole Foods’ Daily Shop makes the most of a tight space

    Opening its doors to New York City’s Upper East Side on Wednesday, the new small-format market caters to convenience.

    By Peyton Bigora • Sept. 18, 2024
  • Silhouettes of travelers are seen in an airport terminal.
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    Drew Angerer via Getty Images
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    Travelers are satisfied with airports despite record crowds and rising costs

    Airports have improved their food, beverage and retail offerings, but customers are spending less as costs rise, a J.D. Power study found.

    By • Sept. 18, 2024
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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
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    pixdeluxe via Getty Images
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    How to use NPS

    Net promoter scores are a jumping off point for data exploration, experts said. It's up to companies to find ways to tie the score to broader business outcomes.

    By • Sept. 17, 2024
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    pixelfit via Getty Images
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    Customer experience data is underused in business decisions, leaders say

    Leaders want to see more department heads use CX data to guide technology adoption, a CallMiner study found.

    By • Sept. 16, 2024
  • Actor Will Ferrell stands in retail boutique wearing a yellow outfit with arm outstretched using a phone to pay in front of an sales counter.
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    Courtesy of PayPal
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    PayPal seeks to attract users offline

    The digital payments pioneer is leaning on cashback rewards to attract more consumer use in stores, and will also tap near-field technology to expand.

    By Lynne Marek • Sept. 16, 2024
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    Brandon Bell via Getty Images
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    Kroger zeroes in on customer experience to build loyalty and sales

    The grocer worked to fulfill digital orders faster and more accurately, which led to higher sales and stronger customer loyalty.

    By • Sept. 13, 2024
  • The prize center inside a Dave & Buster's restaurant
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    Michael Loccisano/FilmMagic via Getty Images
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    Dave & Buster’s prioritizes tech investments on the hunt for better experience

    Technology updates and the introduction of on-premise sales managers who tailor CX to specific stores are showing promise.

    By • Sept. 12, 2024
  • endorsements, testimonials FTC rules
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    Chip Somodevilla via Getty Images
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    FTC cracks down on subscription traps

    The Biden-Harris administration is taking to task companies that trap consumers in recurring subscriptions and make it nearly impossible to cancel.

    By • Sept. 12, 2024
  • A smiling white man in a suit. He's wearing a jacket with peaked lapels and no tie, for what it's worth.
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    Permission granted by Starbucks
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    Starbucks CEO’s 4-part strategy hinges on coffeehouse roots

    In a letter to workers and customers, Brian Niccol laid out a multipart strategy for revitalizing Starbucks’ core business in the U.S.

    By Aneurin Canham-Clyne • Sept. 11, 2024
  • A man stands at a podium in front of a sign that reads, "Standing up for airline passengers."
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    Win McNamee via Getty Images
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    4 airlines face federal probe over loyalty program practices

    The Department of Transportation ordered American, Delta, Southwest and United to provide records of their rewards program policies and practices.

    By • Sept. 6, 2024
  • Two women with suitcases check in with a female employee at a hotel front desk.
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    FG Trade Latin via Getty Images
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    Guest satisfaction up at hotels run by third-party management: J.D. Power

    Davidson Hospitality Group had the highest satisfaction scores of other large hospitality management companies, outperforming independently operated ones.

    By Jenna Walters • Sept. 6, 2024
  • A sporting goods storefront against a bright blue sky
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    Daphne Howland/CX Dive
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    Dick’s keeps expanding its experiential store footprint to fuel sales growth

    The sporting goods retailer credited its House of Sport and Field House stores and improved online and associate experience for its solid earnings.

    By • Sept. 6, 2024
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    The Good Brigade
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    Search drives customers to brands, reviews maintain trust

    Customers often begin their online journeys with a search engine, but reviews are the leading source of trust, a Yext survey found.

    By • Sept. 4, 2024
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    Ethan Swope via Getty Images
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    Birkenstock program members spend 25% more than other consumers

    The footwear company is looking to expand its brick-and-mortar footprint and grow its online membership to create lifelong customers.

    By • Updated Sept. 5, 2024
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    freemixer via Getty Images
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    Hospitality industry faces increased pressure over worker burnout, outdated training

    More than half of front-line hospitality managers told Axonify their company doesn’t offer training to help well-being, engagement or motivation.

    By Carolyn Crist • Sept. 3, 2024
  • Rohit Chopra, Director of the Consumer Financial Protection Bureau, giving a speech in an auditorium.
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    Anna Moneymaker via Getty Images
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    CFPB chides retailers on fees for cash back

    The federal agency surveyed major retailers and was concerned to find three of them impose $90 million in fees annually when consumers ask for cash back with a debit or prepaid card purchase.

    By Lynne Marek • Aug. 30, 2024
  • A cardboard box, pair of sneakers, sweater, shirts and jeans.
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    Courtesy of Stitch Fix
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    At Stitch Fix, stylists move into the spotlight

    In its quest to stem sales declines, the apparel box retailer has overhauled its customer experience model.

    By Daphne Howland • Aug. 29, 2024
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    Chip Somodevilla via Getty Images
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    What brands can learn from government CX initiatives

    Customer experience has become a focal point for many government agencies, offering takeaways for brands looking to prioritize trust.

    By Rosalyn Page • Aug. 29, 2024
  • A stock trader with hand on chin in the bottom left looks up at market screens with out of focus TVs showing the S&P 500.
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    Scott Olson/Getty via Getty Images
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    CX pays. Just look at the stock market.

    The companies that provide the best CX outperform the average S&P 500 return, according to a Watermark Consulting study.

    By • Aug. 28, 2024
  • An Outback Steakhouse restaurant on a cold day.
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    Scott Olson via Getty Images
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    Bloomin’ Brands turns to Delta executive to lead the company amid CX push

    Delta COO Mike Spanos can apply his customer experience expertise to help turn around sales at the restaurant company’s struggling brands.

    By • Aug. 27, 2024
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    Courtesy of Walmart
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    Walmart adds its first dining benefit to Walmart+ loyalty program

    Amazon made a similar move in May, offering Prime members a free annual Grubhub+ membership.

    By Nate Delesline III • Aug. 27, 2024
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    Joe Raedle via Getty Images
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    Credit card holders want simple cash-back rewards, study finds

    With mounting financial pressures, credit card holders and loyalty members alike are seeking simple, cash-back rewards.

    By • Aug. 27, 2024
  • An American flag flying over a U.S. government building in a city against the backdrop of clouds swimming across a blue sky.
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    Jon Rehg via Getty Images
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    How the federal government became a CX champion

    From the Consumer Protection Bureau to the Federal Trade Commission, federal agencies have made protecting customers and improving CX a priority.

    By • Aug. 26, 2024
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    Sean Gallup via Getty Images
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    Amazon allowing sellers to ditch physical returns

    The offering for Fulfillment by Amazon users helps them avoid fees by simply having customers keep items, the company said.

    By Max Garland • Aug. 23, 2024
  • Earle Cabell Federal Building and U.S. Courthouse in Dallas, Texas.
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    The image by Renegomezphotography is licensed under CC BY-SA 4.0
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    Judge strikes down FTC noncompete ban nationwide

    The ruling comes just 15 days prior to the ban’s Sept. 4 effective date.

    By Ryan Golden • Updated Aug. 21, 2024