Customer Service
For the third year in a row, outdoor outfitter L.L. Bean has been named customer service champion over Amazon.com in Prosper Insights & Analyticsโ annual review of service excellence among retailers. The list was developed from write-in votes from more than 6,500 U.S. adults in September 2016, and was weighted by each retailerโs size in annualโฆ
Consumers may be focused on back-to-school shopping right now, but retailers are already looking ahead and planning for the busy holiday shopping season. Big-box retailers like Wal-Mart and Target might be the first to come to mind when consumers think โholiday shoppingโ or Black Friday, but small businesses are continuing to position themselves to betterโฆ
A new research report titled "Customer Experience Management Benchmark (CXMB) Industry Insights: Retail" was recently published by COPC Inc. and Execs In The Know, with sponsorship support from Gladly Inc. Topics included comparisons between online, in-store and mobile shoppers in the United States, and consumer opinion toward the retail customer experience. The report is intendedโฆ
Data analytics has proven to be an important way for retailers to glean insights into the patterns, preferences and behaviors of customers. However, getting the right customer data remains a challenge. Consumers can be hesitant to share personal information, especially when the benefits of doing so arenโt clear. They're willing to make an exchange thoughโฆ
Lane Bryant has launched LaneStyle Studio, a free in-store personal styling service. The service is designed to create an elevated retail experience that will drive consumers in-store. Customers can make one-on-one appointments with in-store stylists who act like personal shoppers. The service will be available in over 40 Lane Bryant stores across the country. Lane Bryant operatesโฆ
Wal-Mart is developing facial recognition technology that's able to spot frustrated or unhappy shoppers in its stores. Business Insider reports that the technology uses video cameras and store checkout lines that monitor facial expressions and movements to determine varying levels of dissatisfaction. If the system detects an unhappy shopper, it will ping employees in otherโฆ
In episode 102 of Total Retail Talks, recorded at the Total Retail Talks Live! event in Seattle, Molly Hartney, vice president of marketing and merchandising at The Mine, an online retailer of home furnishings (and a Lowe's company), discusses the company's recent rebranding from its previous name, ATGStores.com. Hartney addresses why a rebranding was necessary,โฆ
In episode 102 of Total Retail Talks, recorded at the Total Retail Talks Live! event in Seattle, Molly Hartney, vice president of marketing and merchandising at The Mine, an online retailer of home furnishings (and a Loweโs company), discusses the companyโs recent rebranding from its previous name, ATGStores.com. Hartney addresses why a rebranding was necessary, [โฆ]
The holidays traditionally come with a spike in sales for retailers. This past holiday season was no different โ the fourth quarter of 2016 yielded a 17.8 percent jump in online sales. Projections for 2017 are nearly as high. However, to prepare for the mad rush that is the holiday season, you need to get started now.โฆ
Customers donโt walk into stores and immediately look for a sales associate anymore. According to a recent Salisfy study, 77 percent of shoppers use their mobile devices to find information while in-store instead of asking a sales associate for help. For retailers looking to engage with, better serve and understand their customers, this is aโฆ