Customer Service

Attendees will learn how online retailers can leverage modern e-commerce automation and business intelligence technology.

The demands on small business owners and their operations teams are many — and their resources and time are not. Further complicating matters is the fact that while many of these businesses grow quickly, managing and sustaining that growth can be challenging. From disparate tools to outdated manual processes and lack of visibility into what inventory […]

Over the 2017 holiday season, total sales rose by 4.9 percent, the biggest increase year-over-year since 2011. Consumers shopped via a variety of channels, but the biggest winner was e-commerce: online sales were up 18.1 percent from the previous year. To understand the ways consumers shop and the experiences brands and retailers offer, Astound Commerce…

Ace Hardware and Dollar Tree deliver the best customer experience in the retail industry, according to the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers. Of the 49 retailers included in this year's ratings, Ace Hardware and Dollar Tree tied for the top spot. Each earned a…

Brands that understand their customers and strive to continuously improve customer service will be successful. Why? Because these companies understand, care about and are obsessed with their customers. We live in a time where consumers can have anything they want at their fingertips, but it’s up to the retailer to deliver. You never know how…

In episode 138 of Total Retail Talks, Michael Hoffman, director of e-commerce and customer service for Rainbow Shops, a women's apparel, accessories and footwear retailer, shares his thoughts on how retailers can do a better job of managing customer data. Hoffman was a speaker on Total Retail's most recent webinar, "Customer Intelligence 360: Laying the…

With the busiest retail season of the year behind us, it’s the perfect time to assess performance and reflect on opportunities to improve and ensure an even more successful holiday season in 2018. The holidays always bring with them the highest ticket volume, as customers reach out to businesses with a flurry of questions around returns, password…

Nearly 90 percent of retail sales still take place in physical stores. Yet the rise of voice-activated “intelligent assistants” such as Amazon Alexa and Google Home is taking the brand relationship out of the store and into the home, forever changing the way that consumers engage with products and services. Fortunately for retailers, the same…

In this episode of Retail Right Now, Total Retail's Joe Keenan and Caitlin Sullivan discuss L.L.Bean's decision to change its famously generous return policy, the implications it may have on the brand, and what it means for its competitors.

The 2018 retail landscape is one of evolving platforms and new technology-driven consumer dynamics in which they change their preferences and purchasing methods as often as they change their shopping lists. So, how can retailers keep up with today's chaotic consumer behavior? Customer centricity is no longer an option, it's a marketing imperative.Today’s consumers are…