Strategy: Page 5

  • A person holds a smartphone with a product review icon on a website page.
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    ChadaYui via Getty Images
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    FTC raised stakes for fake reviews, but CX leaders have a role to play

    The Federal Trade Commission's finalized rule allows the agency to penalize bad actors, but businesses can still do more to combat fake reviews on their own sites.

    By • Aug. 23, 2024
  • Federal Trade Commission Chair Lina Khan testifies at a committee hearing.
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    Chip Somodevilla via Getty Images
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    What the FTC’s fake reviews rule means for CX

    Businesses and consumer rights groups welcomed the intervention, which experts said will make it easier to penalize bad actors.

    By • Aug. 22, 2024
  • A person opens a package and reads a note. Explore the Trendline➔
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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
  • A person calls customer service on their cell phone
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    fizkes via Getty Images
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    Self-service often falls flat. Here’s how CX leaders can fix it.

    Only 14% of customer service issues are fully resolved in self-service, Gartner found. This frustrates not just customers, but agents as well.

    By • Aug. 21, 2024
  • An Estée Lauder storefront with displays featuring cosmetics in Hong Kong
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    "HK TKO zh:將軍澳 Tseung Kwan O PopCorn mall shop in January 2022" by CAHOGNSUIE 202 KADPA is licensed under CC BY-SA 4.0
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    Amid gloomy outlook, Estée Lauder looks to offer high-touch digital CX

    The company is aiming to engage with new customers through helpful content and services as it sets out to reverse a sales decline.

    By • Aug. 20, 2024
  • Walgreens signage is seen at a store on Court Street on January 05, 2023 in the Brooklyn Heights neighborhood of the Brooklyn borough in New York City.
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    Michael M. Santiago via Getty Images
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    Walgreens taps retail and CX leaders amid turnaround effort

    As Walgreens works to reboot its business, the company sees its new appointments as critical to its efforts to improve front of the store and omnichannel experience.

    By • Aug. 19, 2024
  • Three people using the Reebok fitness app
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    Courtesy of Reebok
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    Reebok debuts fitness app in user experience push

    The subscription-based Reebok Fitness app features on-demand workouts, nutritional guidance and the ability to connect with other users. 

    By Tatiana Walk-Morris • Aug. 19, 2024
  • A person holding a shopping cart stands in front of a row of refrigerators stocked with food at a grocery store.
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    Michael M. Santiago via Getty Images
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    Customer satisfaction dips, deviating from years of growth, ACSI found

    The change could be the result of customer expectations leveling out after the pandemic, the impact of higher prices or a sign of inefficient CX practices, experts say.

    By • Aug. 19, 2024
  • Shot of Starbucks store in Seattle on July 3 2024
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    David Ryder via Getty Images
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    Will Brian Niccol’s CX success as CEO of Chipotle translate to Starbucks?

    The executive spearheaded mobile ordering upgrades and better order fulfillment at Chipotle. Experts say the same lessons could improve CX at Starbucks.

    By • Aug. 19, 2024
  • 18-year Supreme Court terms
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    Andrew Harnik via Getty Images
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    CFPB to scour banks’ chatbot use in White House initiative

    A year after its order to fight "junk fees,” the CFPB is tasked with rooting out time-wasting “doom loops.”

    By Dan Ennis • Aug. 16, 2024
  • A man gestures at a screen showing data points
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    Laurence Dutton via Getty Images
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    Beyond cookies: Examples of how CX leaders are collecting customer data

    Though cookies are sticking around, CX leaders are exploring different methods of collecting customer information, from zero- and first-party data to data clean rooms.

    By • Aug. 16, 2024
  • A sign hangs near a Walmart store.
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    Joe Raedle / Staff via Getty Images
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    Walmart used AI to crunch 850M product data points and improve CX

    “We're finding tangible ways to leverage generative AI to improve the customer, member and associate experience,” Walmart CEO Doug McMillon said.

    By • Aug. 15, 2024
  • Travelers wait in line at a Delta airlines check-in counter.
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    Brandon Bell / Staff via Getty Images
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    Why Delta focuses on change management in CX technology rollouts

    Good change management starts by identifying where the experience is falling short and introducing technology as a solution — not the other way around, Delta’s Amin Lalani said.

    By • Aug. 15, 2024
  • Khan says worker fears drive FTC antitrust effort
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    Kevin Dietsch / Staff via Getty Images
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    FTC finalizes rule to prohibit sale or purchase of fake reviews

    The rule prohibits businesses from buying reviews or testimonials, whether positive or negative, as well as the suppression of reviews.

    By • Aug. 14, 2024
  • A young woman is seated at a desk surrounded by monitors displaying data, she is contemplating in this dark, moody office
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    Laurence Dutton via Getty Images
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    Where CX leaders should spend their budgets

    For all the talk of AI, experts urge businesses to invest in CX basics with an eye on strategic objectives — not technology.

    By • Aug. 14, 2024
  • DeWalt, Milwaukee and Craftsman tool displays in an Ace Hardware store
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    Permission granted by Ace Hardware
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    Ace Hardware’s new store model to be ‘immersive shopping experience that you can’t find anywhere else’

    The retailer's vice president of merchandising spoke about how the company is prioritizing innovation and community.

    By Nate Delesline III • Aug. 13, 2024
  • Close-up of a person on a computer and calculator.
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    PeopleImages via Getty Images
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    Where CX teams are investing their budgets

    Optimistic about growing budgets in the year ahead, CX leaders are prioritizing technological investments and team-led initiatives, according to Forrester.

    By • Aug. 12, 2024
  • A woman gives a presentation in front of a graph.
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    alvarez via Getty Images
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    Why CX leaders struggle to demonstrate ROI and what to do about it

    CX leaders too often fail to connect their metrics and initiatives to business objectives. But investments in data analytics, generative AI and CX basics are beginning to pay off.

    By • Aug. 9, 2024
  • Shake Shack opened its first drive-thru location in Maple Grove, Minnesota Dec. 6, 2021.
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    Permission granted by Shake Shack
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    Shake Shack’s drive-thru times are way too long, CEO says

    Customers have to wait twice as long as they should in the key service area, CEO Rob Lynch said. To speed things up, the company is taking steps like combining menu items.

    By Julie Littman • Aug. 8, 2024
  • Two people in business attire stand front of a glass wall in an office with sticky notes on it, having a conversation.
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    Jacob Wackerhausen via Getty Images
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    How to navigate the overlap of CX and marketing responsibilities

    As CX grows beyond its marketing roots, the two functions are tasked with figuring out how they can work side by side.

    By S.L. Fuller • Aug. 8, 2024
  • Exterior of a brick building with the Etsy name on it.
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    Courtesy of Etsy
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    Etsy to launch paid buyer membership program

    Etsy Insider includes benefits like free domestic shipping on “millions” of items — at no cost to sellers. 

    By Tatiana Walk-Morris • Aug. 7, 2024
  • The StubHub logo and webpage are displayed on a cell phone and computer monitor.
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    Mario Tama via Getty Images
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    StubHub is in the hot seat for ‘drip pricing.’ Here’s how it affects consumer behavior.

    The attorney general for Washington, D.C., sued StubHub last week, accusing the online ticket platform of violating consumer protections. But just how do those surprise fees affect consumer behavior?

    By Lisa Scherzer • Aug. 7, 2024
  • A JD Sports employee puts a Nike shoebox into a bag.
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    Courtesy of JD Sports
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    Nike, JD Sports expand connected loyalty program to the US

    The move makes JD Sports the first global partner of the connected program, and comes as Nike leans back into wholesale.

    By Cara Salpini • Aug. 6, 2024
  • A man exits the front of the U.S. Capitol at dawn.
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    Win McNamee via Getty Images
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    US Senate committee approves bill targeting hotel ‘junk fees’

    Hospitality associations applauded the approval of the Hotel Fees Transparency Act of 2023, with AHLA calling it a “step toward a more transparent booking process.”

    By Jenna Walters • Aug. 6, 2024
  • A close up of a person holding a phone featuring rewards points and the ability to redeem them.
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    Debalina Ghosh via Getty Images
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    Good loyalty programs drive word-of-mouth recommendations

    Most customers will recommend brands with good loyalty programs, but few pass the test and make members feel recognized, a recent study found.

    By • Aug. 6, 2024
  • A view of a Wendy's restaurant on May 12, 2021 in Pinole, California.
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    Justin Sullivan via Getty Images
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    Wendy’s is ‘confident’ experience improvements will drive loyalty — and growth

    A $15 million investment in its app and loyalty program is starting to pay off, CEO Kirk Tanner said. 

    By • Aug. 5, 2024