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In episode 106 of Total Retail Talks, recorded at the Total Retail Talks Live! event in New York City, Neda Navab, head of customer experience and innovation for Enjoy, an online technology shopping service that offers free home delivery and expert setup, talks about using customer service to enhance physical retail locations.
In episode 106 of Total Retail Talks, recorded at the Total Retail Talks Live! event in New York City, Neda Navab, head of customer experience and innovation for Enjoy, an online technology shopping service that offers free home delivery and expert setup, talks about using customer service to enhance physical retail locations.
For the third year in a row, outdoor outfitter L.L. Bean has been named customer service champion over Amazon.com in Prosper Insights & Analytics’ 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 retailer’s size in annual…
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 “holiday shopping” or Black Friday, but small businesses are continuing to position themselves to better…
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 intended…
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 aren’t clear. They're willing to make an exchange though…
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 operates…
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 other…
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,…
