Customer Service
March 8, 2019 at 2:56 pm
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…
March 8, 2019 at 12:53 pm
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…
February 11, 2019 at 12:32 pm
With the right tools, training and access to information, teams will be able to better assist shoppers and exceed their expectations.
February 7, 2019 at 12:06 pm
In today’s retail reality, moments are critical, and customers’ experiences are won or lost as soon as they occur.
January 29, 2019 at 10:38 am
Brick-and-mortar managers must find ways to differentiate the in-store experience and create engaging experiences within their stores.
January 28, 2019 at 10:57 am
Women's handbag and accessories brand Vera Bradley recently opened a new line of communication with its customers: text messaging. The company is using text messaging to provide speedier and more personalized customer service. Prior to implementing the contact-center solution that enabled texting, Vera Bradley recognized its customers might be trying to send text messages to…
January 15, 2019 at 7:54 am
People still want what brick & mortar can deliver them, especially when customer service is based on a single view of the customer.
January 9, 2019 at 1:11 pm
Total Retail is excited to present to you its 50 Best Retail Tips of 2018! For the past several years, the Total Retail editorial team has spent time in the fourth quarter poring over the work of our expert contributors to identify the 50 very best tips of the year, and 2018 was no exception. We…
January 9, 2019 at 10:51 am
The key to changing this paradigm is in messaging platforms like Facebook Messenger, and now WhatsApp and Apple Business Chat.
January 7, 2019 at 1:39 pm
Lowe's said last week that it plans to hire more than 65,000 associates this year to improve customer service and product availability. Roles are focused on enhancing customer service and include seasonal associate, merchandising support, store leadership and technology careers. According to a press release from the company, Lowe's hiring investments include: More than 50,000 seasonal…
