Customer Service

Retail has always been a tough game, and increasing demands on brick-and-mortar to differentiate from e-commerce has only made it harder. With more options than ever before, consumers have their pick of the litter, online and offline. Bad experience at one store? Plenty more to try instead. But what drives away customers? Qualtrics recently conducted…

Digitization is occurring at such a rapid pace that many industries are finding it hard to keep up with how quickly customers are adopting new technologies. The retail industry is no exception. The question retailers must face is how can they keep up with the trend of an ever-evolving technology landscape, while still providing customers…

As we approach the end of the year's first quarter, now is a good time for retailers to consider the trends that will impact their businesses in 2019 and beyond. One exciting trend crossing all segments of retail is the renewed focus on the human connection — i.e., building authentic relationships, stimulating community connections, and…

Now that the dust has settled from the storm that is SXSW, I've had the chance to reflect on some of the key themes coming out of this year’s event. The retail industry in particular made waves with a higher profile presence than usual, with companies like Walmart, Patagonia, Away, lululemon, and Amazon.com just several…

More and more companies, particularly retailers, are using chatbots to connect quickly with customers, enabling them to handle basic service needs faster and more efficiently. While many businesses and consumers have embraced chatbots and automated features in order to make service inquiries and share personal information, the relationship between customers, chatbots and brands still needs…

Brands across industries are eager to wow customers with new technology — and rightly so. In the age of heightened convenience, more personalized experiences and innovative shopping options like Amazon Alexa, consumers won’t tolerate brands that don’t embrace the future. However, that doesn’t mean brands should rely on tech to replace a good customer experience. Usabilla's recent…

In a keynote presentation earlier this week at Shoptalk in Las Vegas, Art Peck, president and CEO of Gap Inc., detailed four key areas that retailers must not be willing to compromise in order to continually meet rising customer expectations and drive profitable growth. Coincidentally, Peck was on stage a mere four days after Gap…

What do I mean by “start anywhere, end anywhere?” I mean that today’s consumers are using more methods of engagement than ever before in their path to purchase, and retail brands must be able to keep up. Better yet, you must understand customer behavior to the point where you not only can meet them where…

With the right tools, training and access to information, teams will be able to better assist shoppers and exceed their expectations.

In today’s retail reality, moments are critical, and customers’ experiences are won or lost as soon as they occur.