Strategy
Shaping Overseas Experiences with Music: A Restaurant Brand's Soundscape Strategy
This article explores how Moe's Casa Mexicana uses music design to enhance overseas customer experiences. Brittany Metcalfe, international brand marketing director at the brand's parent company GoToFoods, states that music is part of the brand's DNA, needing to balance Mexican flair with local trends. Customer experience expert Shep Hyken emphasizes that background music is a brand detail, and appropriate music can strengthen memorability and attract repeat customers.
Alaska Airlines passenger net promoter score reaches industry-leading level, thanks to new passenger service system launch
After Alaska Air Group completed the migration to a single passenger service system in the second quarter of 2026, its net promoter score reached an industry-leading level, with overall passenger satisfaction improving by 7 percentage points quarter-over-quarter and Hawaiian Airlines satisfaction rising by 10 percentage points. Despite fuel costs surging 85% year-over-year, the company returned to profitability in June, with second-quarter revenue of $4.1 billion, up 10% year-over-year.
How Bank of America's Rewards Program Attracts Gen Z Customers
Bank of America launched its no-annual-fee rewards program, BofA Rewards, at the end of May. To date, over 3 million customers have registered, with nearly one-third participating in transactions, marking an almost threefold increase in engagement compared to the past. The program eliminates the $20,000 minimum asset threshold, requiring only a qualifying checking account to join, aiming to reduce barriers for Gen Z participation. Retail and gas transactions account for the majority of engagement, at 45% and 20%, respectively. Surveys show that 80% of Gen Z customers plan to use rewards to fund travel. The bank stated that the program not only offers financial rewards but also includes subscription points, lifestyle benefits, and access to premium events, adapting as customers progress through life stages.
Most PGA Tour fans attend only once a year—how can brands win this experience?
The PGA Tour hosts nearly 50 events annually, but most fans attend only once a year. Ensuring that single experience is flawless has become a core challenge for the operations team.
Social platforms drive traffic but lag in conversion: ESW report reveals trust gap
A global survey released by ESW in June shows that social platforms play a prominent role in product discovery, but a lack of trust leads to low purchase conversion rates. 62% of consumers say they are influenced by social platforms, while only 6% prefer to buy there; nearly one-third prefer brand or retailer websites, a figure that rises to 52% among U.S. Baby Boomers. The report recommends that companies optimize cross-channel shopping experiences and build trust to boost conversion.
How the Right Contact Center Culture Drives Measurable ROI
High attrition in contact centers often stems from a lack of culture. Angie Flury of Morgan Law Firm reduced agent attrition from 60% to 25% through measures such as daily leadership meetings, fulfilling benefit promises, and sharing success across the team, and showed how attrition data can be used to prove the return on cultural investment.
Consumer spending is strong but consumer confidence is low. What does this mean for customer experience?
Executives from three major U.S. banks agreed on earnings calls that consumer spending is strong, but consumer confidence continues to decline due to concerns over tariffs, oil prices, and inflation. This contradiction poses challenges for customer experience (CX) strategies. Experts warn that brands should not be complacent, and need to prepare for an inevitable consumer pullback by strengthening value propositions, providing emotional value, and establishing proactive communication strategies.
North American Hotel Satisfaction Fully Recovers, Travelers' Perceived Value of Spending Strengthens
The JD Power 2026 North America Hotel Guest Satisfaction Study shows that satisfaction improved year over year across all segments, with luxury brands leading for the third consecutive year and The Ritz-Carlton ranking first. Traveler demands for smart TVs, wellness facilities, and other features have shifted from 'nice-to-haves' to 'must-haves,' and AI is also beginning to influence the hotel discovery process.
Friction in Customer Experience Is Not Always Bad: Industry Experts Call for a Reexamination of the 'Frictionless' Concept
The customer experience industry has long believed that 'friction is the enemy,' but experts from organizations such as LinkedIn and Qualtrics argue that friction is not entirely without value. Moderate friction can prevent user errors, reinforce brand memory, and enhance loyalty, while over-simplification may lead to customer regret or a lack of engagement. The key lies in determining whether friction serves the customer or the company.
Hospitality industry intensifies experiential services to meet summer travelers' demand for 'maximizing value'
Priceline's '2026 Summer Travel Status Report' shows that 73% of Americans plan to achieve summer travel at all costs, but 84% believe travel value for money has declined. Hoteliers such as Choice Hotels and Marriott International are responding to travelers' pursuit of value and flexibility through experiential activities, loyalty program upgrades, and partnership marketing.