Customer Service

Over nearly three decades, online shopping has ushered in many changes to the retail landscape — one of which is that a growing number of product categories are now commoditized. Whereas previously, shoppers wishing to comparison shop had to travel physically to other stores or seek out new catalogs, now it’s easy to find multiple…

Over the past few years we've witnessed customer experience undergo a complete digital transformation. The modern consumer is more demanding than ever, and technological advancements are coming thick and fast. Creating a coherent strategy can seem overwhelming, particularly when you consider that 83 percent of consumers have higher digital care expectations today than they did just…

In a new world of retail comes a new set of responsibilities. According to Adobe’s Digital Trends Report, the single most exciting opportunity in 2020 is the customer experience. The Temkin Group found that companies earning $1 billion annually can expect to make an additional $700 million within three years by investing in the customer…

Your customers’ store experience — and impression of your brand — starts and ends with your frontline employees. Store associates are directly responsible for delivering your customer service model. Unfortunately, retail work has long had a reputation for low employee morale and high turnover, which can negatively impact employee satisfaction. Retailers have the opportunity to…

Without a doubt, e-commerce has permanently altered how people shop. Even those who still prefer to shop in-store frequently do preliminary research online by visiting retailers’ websites, comparing item specs, and reading customer reviews. While online shopping has made more products available to more consumers all over the world, it’s also introduced a host of…

Retail is facing more stress and complexity than ever before. U.S. population growth is less than 1 percent annually, shopper journeys no longer follow predictable demographics, and customers are simultaneously demanding more human interaction and more self-service technology. Add to that the rising cost of shipping, the looming threat of tariffs, and the tight labor market. Retail…

Brands today are equipped with a bevy of digital tools and data to get an intimate look into consumers’ purchasing habits. But at a time when, unlike any other, we have a population that spans four generations — each with a distinctive relationship with brands, social media and technology — customer expectations are more unpredictable…

Brands have traditionally invested heavily in customer service as a central component of the customer experience. However, new research from project44 suggests that may be changing. The apps that power our lives, and specifically those that power our purchases, have continued to evolve, reshaping the customer experience. As a result, delivery, which was once a…

To stand out during the high-stakes holiday season, merchants should start a conversation with shoppers — literally. Conversational commerce that combines human and machine intelligence is crucial to delivering the interactive customer experience shoppers crave. The conversational commerce revolution is underway. Fueled by the swift adoption of voice-activated “smart speakers,” which Microsoft predicts 75 percent of…

Technology is great. It has fueled innovation, increased reach to larger customer audiences, and provided broader product access to everyone. However, we know that sometimes simplicity is powerful. In all of our racing to be best and first to win the customer, the art of a simple verbal thank you has been lost. Sincere appreciation…