Strategy: Page 7

  • A closeup of a web page with the text "364 customer reviews" yielding 4.0 out of 5 stars and showing the star breakdown.
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    Jenny Kane/AP

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    Information overload: How too many reviews overwhelm shoppers

    Reviews can help inform customers, but too many can hinder the shopping experience, overwhelming consumers to the point of decision paralysis.

    By Lisa Scherzer • July 9, 2024
  • A sign advertising a digital ordering app is displayed at a McDonald's.
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    Justin Sullivan via Getty Images
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    Mobile apps drive fast food satisfaction — so long as service is speedy

    High-quality mobile apps can be central to the fast food experience if they enable improvements across the entire customer journey.

    By • July 8, 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
  • Macquarie v Moab
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    Kevin Dietsch / Staff via Getty Images
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    The Supreme Court struck down the Chevron doctrine. What does that mean for CX leaders?

    Consumer rights groups say the decision jeopardizes federal regulations meant to protect the public. CX leaders in all industries will have to constantly adapt.

    By • July 8, 2024
  • Downtown Los Angeles California skyline cityscape skyscrapers
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    dszc via Getty Images
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    How California’s ‘junk fee’ laws could impact legislation nationwide

    The state is now a testing ground for rules affecting how hotels and other accommodations display mandatory fees.

    By Noelle Mateer • July 2, 2024
  • Sacramento, California, outside the capitol building
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    DustyPixel/iStock via Getty Images
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    California changes junk fee disclosure for restaurants

    The state says restaurants, bars, grocery stores and grocery delivery services are exempt from new transparency rules set to go into effect Monday.

    By Aneurin Canham-Clyne • July 1, 2024
  • Aerial view of a customer entering a Walgreens store.
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    Justin Sullivan via Getty Images
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    Walgreens promises better CX as it shrinks store footprint

    The pharmacy retailer is working on reducing wait times for patients and improving backend automation to boost customer experience.

    By • June 28, 2024
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    Retrieved from Placer.ai on June 27, 2024
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    Albertsons, Fresh Thyme execs talk grocery consumers’ changing behaviors

    Where shoppers are fulfilling their meal needs “looks really, really different than it did a few years ago,” Lisa Kinney of Albertsons said during a virtual event.

    By Sam Silverstein • June 28, 2024
  • Two people walk by a Citi branch in a downtown setting
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    Spencer Platt / Staff via Getty Images
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    Citi tops list of bank customer satisfaction for financial advice

    Advice is a key component of customer experience at financial institutions, but banks have room to improve, according to J.D. Power.

    By • June 28, 2024
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    pixdeluxe via Getty Images
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    Companies don’t need pricey tech to improve customer service, Gartner says

    Careful planning and data organization can help companies resolve customer service journeys in fewer channels without breaking the budget.

    By • June 27, 2024
  • A Sephora storefront in Georgetown
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    Cara Salpini/CX Dive
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    Customers want rewards and exclusive perks from loyalty programs, survey finds

    Consumers want the ability to earn rewards points towards discounts, bonuses or exclusive merchandise, according to a Snappy survey.

    By • June 27, 2024
  • A customer walks down a grocery aisle.
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    Scott Olson via Getty Images
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    Customer experience scores plummet to record lows, Forrester finds

    For most companies, performance dropped across three metrics — effectiveness, ease and emotion. Only airlines bucked the trend.

    By • June 26, 2024
  • A woman looks at groceries in a store
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    ProfessionalStudioImages via Getty Images
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    Shoppers don’t love in-store experiences as much as retailers think, study finds

    Consumers want fun, efficient in-store experiences that blend seamlessly with online experiences, a RSR and Jumpmind study found.

    By • June 25, 2024
  • A closeup of New Balance CEO Robert DeMartini wearing New Balance 990 dad shoes.
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    Adam Glanzman via Getty Images
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    New Balance launches trade-in program in nearly 100 stores

    In partnership with Archive, the brand is scaling its Reconsidered program where customers bring in gently worn footwear to receive a voucher toward their next purchase.

    By Tatiana Walk-Morris • June 25, 2024
  • Two people in Brooks Running apparel and shoes run down a road.
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    Courtesy of Brooks Running
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    Brooks turns shoe finding into zero-party data

    The brand provides customers a guide to find the best running shoe for them. Its questions also help collect zero-party data.

    By • June 24, 2024
  • Shot of Foot Locker store with logo
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    Scott Olson via Getty Images
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    Foot Locker simplifies loyalty program, adds cash back

    The shoe retailer soft launched a revamped FLX loyalty program last week, using extensive voice of the customer research to offer tangible rewards, a Foot Locker executive told CX Dive.

    By • June 24, 2024
  • A customer walks into a Kroger grocery store.
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    Brandon Bell via Getty Images
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    Kroger associates help drive ‘dramatically reduced’ order fulfillment times

    The company credited investing in its associates with speeding up digital grocery orders and improving in-store experiences.

    By • June 21, 2024
  • A person walks on a stage and gives a speech.
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    Permission granted by Forrester
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    How can brands use generative AI without alienating customers? ‘Disclose, disclose, disclose’

    Consumer trust in generative AI is exceedingly low. It’s up to brands to bring customers along as they deploy the technology — or risk losing their trust.

    By • June 21, 2024
  • Guests play arcade games at Dave & Buster's.
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    Mark Davis via Getty Images
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    Dave & Buster’s sees customer satisfaction growth despite higher game prices

    Guest satisfaction scores are at historical highs, and CEO Chris Morris believes there is room to increase game prices without taking a hit.

    By • June 14, 2024
  • Aldi in Florida
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    Thai Phi Le/CX Dive
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    Discounters are winning as shoppers demand high quality and low prices: report

    Chains like Aldi and Walmart are gaining ground with shoppers by stepping up their focus on fresh food and convenience, Boston Consulting Group found.

    By Sam Silverstein • June 13, 2024
  • Cucumbers in a grocery store
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    Sam Silverstein/CX Dive
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    How pricing intersects with CX

    Not all businesses consider pricing a function of customer experience. But one typically impacts the other.

    By S.L. Fuller • June 13, 2024
  • The outside of a Verizon store as people walk by.
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    Courtesy of Verizon
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    A look at Verizon’s individualized approach to customer experiences

    Our strategy is “not about the larger Verizon — it’s about the individual customer and the individual interaction,” CCXO Brian Higgins told CX Dive.

    By • June 12, 2024
  • A person holding a cell phone with both hands.
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    Delmaine Donson via Getty Images
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    Inclusive language can improve the employee experience, report finds

    Organizations that don’t prioritize inclusive language in their communications send the message that they don’t prioritize belonging, McLean & Co. said.

    By Laurel Kalser • June 11, 2024
  • Items are locked behind cabinets in a Walgreens aisle
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    Justin Sullivan via Getty Images
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    How retailers can fight theft without hurting customer experience

    Locked cases drive potential customers to online alternatives. Helpful associates assist customers while inconveniencing crooks.

    By • June 10, 2024
  • A Bath and Body Works storefront
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    Cara Salpini/CX Dive
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    Bath & Body Works loyalty members drove 80% of US sales

    Satisfaction is up, too, with the loyalty program boasting a 93% satisfaction rating, according to a recent earnings report.

    By • June 7, 2024
  • A shopper with a shopping cart full of merchandise stands in front of a Sam's Club sign outside the store
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    Scott Olson via Getty Images
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    Sam’s Club looks to members to bolster private label offerings

    In a new initiative, the Walmart-owned club retailer is enlisting the help of 50,000 shoppers to help co-create products for its Member’s Mark line. 

    By Peyton Bigora • June 7, 2024