Strategy: Page 6

  • A man leaves a 1-star review on his phone.
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    Sorapop via Getty Images
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    How politically motivated review bombing can harm customer journeys

    Reviews are incredibly important to customers’ shopping journey. But what happens when those reviews are part of a coordinated attack on a company for its political stance?

    By • Aug. 2, 2024
  • An employee assists a customer at The Home Depot store.
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    Brandon Bell via Getty Images
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    How employee experience drives customer experience

    Frontline employees are the stewards of brand service. But are companies doing enough to support them?

    By • Aug. 2, 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
  • The eBay logo is displayed outside company headquarters.
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    Justin Sullivan via Getty Images
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    EBay’s AI investments fuel streamlined experiences for buyers and sellers

    Tools, like Shop the Look, help buyers find inspiration by showing multiple items together, while Magical Listing streamlines the listing process for sellers.

    By • Aug. 1, 2024
  • Starbucks Summer Berry Refreshers beverages, blue drinks with red pearls.
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    Courtesy of Starbucks
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    As traffic dips, Starbucks takes action to reduce order times

    Domestic comparable traffic fell 6% in Q3 despite the chain’s efforts to drive sales with product launches and improved operational throughput.

    By Aneurin Canham-Clyne • Aug. 1, 2024
  • Travelers with their bags stand in front of a JetBlue sign that reads "Ready to jet?"
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    Jeenah Moon via Getty Images
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    JetBlue hinges CX improvements on back-to-basics strategy

    The carrier is expanding its product offerings to ensure the “customer value proposition remains attractive to the full spectrum of leisure customers,” CEO Joanna Geraghty said.

    By • Aug. 1, 2024
  • A stressed man uses his laptop while sitting on a couch at home.
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    AaronAmat via Getty Images
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    Gen X is least tolerant of bad experiences, survey finds

    While Gen Z is most likely to stay loyal to a brand, it takes just one or two bad experiences to lose most Gen X consumers, a Morning Consult survey found.

    By • July 31, 2024
  • A McDonald's restaurant sign between trees. The sign reads, "McDonald's"
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    Brandon Bell via Getty Images
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    McDonald’s says experience is the answer to sales slump

    “We're getting faster, we're delivering a better experience, and when you put all that together, that's what defines value for the consumer,” EVP and CFO Ian Borden said.

    By • July 30, 2024
  • A white building with windows on the front with a large sign that says Cava
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    Courtesy of Cava
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    Cava wants to improve its dining room ambiance. Should other QSRs follow suit?

    Quick service restaurants typically don’t want people to linger, but experts say there are steps operators can take to forge a deeper connection with diners while also keeping them moving.

    By Danielle McLean • July 30, 2024
  • People wait in line to purchase new Apple iPhone 15 models.
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    Mario Tama/Getty Images via Getty Images
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    Good experiences are No. 1 reason customers are loyal, study finds

    Nearly 3 in 5 customers say they are loyal to brands that provide good experiences, a Marqeta survey found.

    By • July 30, 2024
  • A customer prepares a box for a return
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    Anna Gorbacheva via Getty Images
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    How return policies fit into retail CX

    As retailers sharpen their focus on customer experience, no-questions-asked return policies have fallen by the wayside. Just ask L.L. Bean.

    By S.L. Fuller • July 29, 2024
  • A red, yellow and blue plan soars through clear skies
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    Scott Olson via Getty Images
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    Southwest, citing customer preference, bids farewell to open seating

    Open seating is the top reason former customers cited for leaving Southwest. It "is no longer optimal for today's customers," CEO Bob Jordan said.

    By • July 25, 2024
  • The Residences at St. Regis Longboat Key is slated to open in a month.
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    Permission granted by Marriott International
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    Marriott aims to build loyalty with branded residential growth

    The hotel company launched an owner recognition program as its branded residential portfolio and pipeline see significant expansion.

    By Jenna Walters • July 24, 2024
  • A person shops online
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    Urupong via Getty Images
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    Amazon, Better Business Bureau file joint lawsuit in fight over fake reviews

    It’s the e-commerce giant’s first joint lawsuit tackling fake review brokers, and aims to shut down ReviewServiceUSA.com.

    By Tatiana Walk-Morris • July 23, 2024
  • Business people in a meeting around a tablet
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    sanjeri via Getty Images
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    NPS creator Bain & Co. joins Kantar, Qualtrics to reinvent CX standards

    The trio of companies want to set a global standard for benchmarking CX that goes beyond measuring customer satisfaction.

    By • July 23, 2024
  • Consumer Financial Protection Bureau Director Rohit Chopra testifies before the Senate Banking, Housing and Urban Affairs Committee April 26, 2022 in Washington, DC.
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    Win McNamee via Getty Images
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    6 ways the CFPB wants to keep its eyes on fintech middlemen

    Clearer guidance around “rent-a-bank,” open banking and buy now, pay later will ensure more consumers benefit, Director Rohit Chopra said.

    By Suman Bhattacharyya • July 22, 2024
  • Passengers check in for United Airlines flights at O'Hare International Airport.
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    Scott Olson via Getty Images
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    United Airlines touts high customer satisfaction score, app popularity

    Despite bearing the brunt of customers' concerns about flying safety this spring, United has been able to maintain strong operations to boost CX.

    By • July 22, 2024
  • An individual is pictured from the back, slightly blurred. The phone depics the Burger King game.
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    Courtesy of Burger King
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    Why Burger King is all-in on gamification

    A full pipeline of new and unique in-app games drives engagement for the brand, according to Preston Nix, director of loyalty and CRM. 

    By Amanda Baltazar • July 19, 2024
  • Executives are seen speaking during a meeting.
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    AzmanL via Getty Images
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    Automation, data analytics top list of CX investments in 2024

    With pressure mounting to demonstrate ROI, CX leaders are shifting investments to automation and data analytics, a CX Network report found.

    By • Updated Aug. 5, 2024
  • A hand pours sauce on a cut of fish.
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    Courtesy of Hilton
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    Hotel restaurants use storytelling, immersive experiences to draw repeat guests

    Successful concepts center narratives, offer signature experiences and are well-attuned to changing customer tastes, experts say.

    By Brian Martucci • July 18, 2024
  • A person holds a smartphone depicting a person holding a skincare product.
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    Ezra Acayan via Getty Images
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    Customers enjoy social media shopping despite overwhelming ads

    More customers are using social media to find products, buy items and contact customer service, a Medallia survey found.

    By • July 18, 2024
  • A Delta Air Lines plane in flight
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    Courtesy of Delta Air Lines
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    Delta focuses on premium experiences to offset increasing costs

    The airline expects premium seats, airport lounges and other high-end amenities to bolster revenue growth as the cost to serve customers increases.

    By • July 12, 2024
  • A Guitar Center signage hangs outside a storefront against a blue sky backdrop
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    The image by JeepersMedia is licensed under CC BY 2.0
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    Guitar Center revamps tech leadership to tune the customer experience

    Adolfo Rodriguez, incoming chief technology and information officer, most recently served as SVP of technology transformation at Advance Auto Parts.

    By Roberto Torres • July 12, 2024
  • Board room view through glass door as business people listen
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    fizkes via Getty Images
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    Will CX teams continue to grow?

    CX programs grew last year, but economic headwinds and budgetary pressures could bring stagnation this year. 

    By S.L. Fuller • July 11, 2024
  • A hand drawing five yellow stars on a screen
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    Dilok Klaisataporn via Getty Images
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    5-star experiences drive long-term customer value

    Five-star ratings lead to higher repeat purchase rates and more word-of-mouth advertising, Gartner’s Brad Jashinsky said.

    By • July 10, 2024
  • A man takes orders at a Starbucks counter.
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    Spencer Platt via Getty Images
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    Starbucks streamlines beverage making, creates role to speed service

    The Siren Craft System, rolling out across the U.S. and Canada by the end of July, aims to help baristas and managers anticipate demand and improve experience.

    By • July 10, 2024