Customer Service
August 2, 2017 at 10:20 am
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…
July 26, 2017 at 10:26 am
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…
July 21, 2017 at 10:01 am
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…
July 20, 2017 at 5:27 pm
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,…
July 18, 2017 at 3:18 pm
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, […]
July 17, 2017 at 8:57 am
The holidays traditionally come with a spike in sales for retailers. This past holiday season was no different — 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.…
July 17, 2017 at 8:34 am
Customers don’t 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 a…
July 17, 2017 at 8:29 am
It's common knowledge that brands are successful because of their beneficial connections with their customers. With new technologies constantly emerging, so are the needs of customer service. Creating a positive customer service experience creates a positive brand image. With the many platforms customers use to interact with their favorite brands, messaging is becoming the preferred…
July 13, 2017 at 9:21 am
Soccer Express is Canada’s largest distributor and retailer of soccer equipment and apparel. The company offers brands like Nike, Adidas and Puma to more than 150 soccer clubs across its four Canadian stores and e-commerce website. After experiencing 30 percent year-over-year growth rates, Soccer Express knew it needed to move away from its siloed, legacy…
July 10, 2017 at 8:53 am
"How may we assist you?” Customer service is the leading connection between a business and its customers. Providing positive experiences for customers increases the chances of receiving that customer’s ongoing business, thus providing a positive reputation for a brand. There are instances, however, when a service isn't what a customer hoped it would be. Poor…
