Strategy: Page 8

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    Bryan Wassel/CX Dive
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    How engaged employees can become evangelists for new tech rollouts

    Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.

    By • June 6, 2024
  • The arms of a person wearing a striped shirt can be seen taking an envelope out of a box filled with clothes.
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    Courtesy of Stitch Fix
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    Amid ongoing declines, Stitch Fix pilots customer experience improvements for summer launch

    A core group of customers is keeping and spending more per box, suggesting that the company is on the right track, analysts said.

    By Daphne Howland • June 6, 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
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    blackCAT via Getty Images
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    Opinion

    How leaders can nurture post-purchase experiences for customer loyalty

    The customer journey doesn't end when a customer clicks “buy.” What transpires after the transaction can transform customers into brand advocates.

    By Leah Leachman • June 5, 2024
  • Consumer Financial Protection Bureau Director Rohit Chopra
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    Anna Moneymaker / Staff via Getty Images
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    CFPB creates ‘corporate repeat offenders’ registry to track consumer law violations

    Nonbank financial institutions facing court orders from federal, state or local agencies must now register with the Consumer Financial Protection Bureau.

    By • June 4, 2024
  • The Stellantis sign outside the company’s North American office in Auburn Hills, Michigan.
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    Courtesy of Stellantis
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    Stellantis names chief customer experience officer

    Olivier Bourges is tasked with making Stellantis the top automaker in customer service as part of the company’s Dare Forward 2030 strategic plan.

    By Kalena Thomhave • June 4, 2024
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    Permission granted by Fiserv
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    ‘They feel like they got tricked’: How tipping requests can hurt customer relationships

    Consumers are being asked to tip more often and for more services than they were in the past. It’s leaving them with a bad taste in their mouths.

    By Lisa Scherzer • June 3, 2024
  • A Dollar General sign and brick storefront on a cloudy day with the company's signature black on yellow logo
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    Permission granted by Dollar General
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    Dollar General to eliminate ‘vast majority’ of self-checkout, reduce new store openings

    Despite a 6% Q1 net sales rise and performance that beat analyst expectations, shrink remains a significant headwind, CEO says.

    By Nate Delesline III • June 3, 2024
  • A custome renters a Home Depot store
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    Justin Sullivan via Getty Images
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    Home Depot names EVP of customer experience

    Jordan Broggi will take charge of Home Depot’s customer experience initiatives as the retailer courts professional contractors.

    By • May 31, 2024
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    Joe Raedle via Getty Images
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    American Airlines chief commercial officer to depart

    Vasu Raja is departing the company just months after American Airlines proposed changes to its loyalty program that would limit customers’ ability to earn points.

    By • May 30, 2024
  • A Southwest Airlines airplane taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Kevin Dietsch via Getty Images
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    Southwest allows Google Flights to display fares

    The air carrier wants to increase its visibility and broaden its customer base by making it easier to compare fare options across airlines.

    By • May 28, 2024
  • A crowded summer day in a cobblestoned street lined by shops
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    Instants via Getty Images
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    Why summer can be a testing ground for holiday season preparedness

    Companies can test CX strategies during elevated periods to ensure they’re delivering consistent experiences that work during the busy holiday season.

    By • May 24, 2024
  • An employee aids a customer in attaching a tag to their luggage.
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    Scott Olson via Getty Images
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    Airlines’ secret for good CX during record summer travel? Staffing.

    Major airlines added crew, mechanics and pilots to their payrolls in an effort to meet travelers expectations and ensure smooth journeys.

    By • May 23, 2024
  • Two people walk past a Chase bank branch.
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    Spencer Platt via Getty Images
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    Chase Bank reports record customer satisfaction across channels

    Four in 5 primary bank customers said they would recommend Chase, the bank reported in its presentation to investors Monday.

    By • May 23, 2024
  • The Macy's logo at the entrance to a mall store
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    Michael M. Santiago via Getty Images
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    Macy’s shows 5% NPS gains at First 50 stores piloting experience investments

    At its First 50 stores, which serve as a testing ground for future efforts, Macy's is emphasizing smart staffing and improved product displays.

    By • May 22, 2024
  • A person walks down an aisle with a shopping cart.
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    Scott Olson via Getty Images
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    How Target bounced back from a major breach with a customer-centric response

    The retailer’s efforts to recover from a 2013 data breach demonstrate several effective strategies for rebuilding customer trust.

    By Rosalyn Page • May 22, 2024
  • Interior shot of a Party City's balloon service area.
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    Courtesy of Party City
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    Party City to reopen 3 stores featuring new format

    The locations in Maryland, Florida and New Jersey have new design elements including a “balloon shopping experience” and “birthday worlds.” 

    By Tatiana Walk-Morris • May 22, 2024
  • A plane with the Frontier logo taxies the runway in front of two planes with the Spirit logo.
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    Joe Raedle via Getty Images
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    Spirit, Frontier eliminate change fees to compete with legacy carriers

    The budget airlines eliminated change fees in an effort to offer customers greater flexibility and keep up with competition.

    By • May 21, 2024
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    Retrieved from Chestnut Market.
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    5 ways retailers can improve the self-checkout experience

    Experts from Mashgin, Invenco and other firms recently discussed common issues they see with kiosks and how retailers can address them.

    By Brett Dworski • May 21, 2024
  • Two people walk down a store aisle past a sign that reads, "Everyday Low Price."
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    Joe Raedle via Getty Images
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    Walmart’s focus on price, shopping experience is resonating with customers

    “Profits are growing, customer NPS scores are increasing, and we're running a great operation,” EVP and CFO John David Rainey said on an earnings call.

    By Nate Delesline III , • May 20, 2024
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    agrobacter via Getty Images
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    Are organizations providing accessible digital experiences?

    Research shows businesses are missing an opportunity to embed accessibility in the design process, which can result in better products and reduce costs.

    By • May 16, 2024
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    Kevin Dietsch via Getty Images
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    Supreme Court upholds CFPB’s funding structure

    The 7-2 ruling puts an end to a case that threatened the Consumer Financial Protection Bureau’s existence.

    By Dan Ennis • May 16, 2024
  • A person walks with luggage in front of window. Through the window, a plane sits at the gate and another is in the air.
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    Mario Tama via Getty Images
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    Airlines sue to block DOT ‘junk fees’ rule

    While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.

    By • May 14, 2024
  • Three people walk across a crosswalk in front of Louis Vuitton store.
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    Kiran Ridley via Getty Images
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    Opinion

    Why digital product passports are tailor-made for CX

    While DPPs are part of the European Union’s larger plan to increase sustainable manufacturing practices, they also offer retailers a massive opportunity to engage with customers.

    By Lars Rensing • May 14, 2024
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    LuisPortugal/Getty Images Plus via Getty Images
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    Why CX penalties hit organizations long after a cyber incident

    “Even though there’s a high possibility that brand value can go down after a major incident, having reputational capital with customers helps them forgive the business,” an expert told CX Dive.

    By Rosalyn Page • May 13, 2024
  • CFPB Director Rohit Chopra sitting on a panel next to Secretary of Transportation Pete Buttigieg.
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    Permission granted by James Pothen
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    CFPB, DOT take aim at airline rewards

    The two agencies raised concerns that airlines and card companies could arbitrarily devalue points accrued in their joint rewards programs, amounting to a bait-and-switch for customers.

    By James Pothen • May 10, 2024