Customer Service

Retailers are slowly but surely beginning to implement chatbot technology into their e-commerce sites. With new technology partners popping up — and Facebook adding chatbot tech to its Messenger app — retailers are able to offer consumers a higher quality customer experience and cut costs in the process. Both these benefits should attract brands to…

There’s no doubt about it , chatbots are changing the e-commerce landscape. They’re shaking up expectations around customer engagement with use cases spanning concierge-like customer care, the post-purchase experience, brand marketing and product discovery. While it may still be early days for this technology, the chatbot landscape is already valued at $4 billion and annual global revenue…

There’s no doubt about it , chatbots are changing the e-commerce landscape. They’re shaking up expectations around customer engagement with use cases spanning concierge-like customer care, the post-purchase experience, brand marketing and product discovery. While it may still be early days for this technology, the chatbot landscape is already valued at $4 billion and annual global revenue […]

In episode 96 of Total Retail Talks, recorded at our live podcast event in Chicago earlier this spring, Daniel Alarik, founder and CEO of Grunt Style, an online retailer of patriotic apparel, discusses his unique career path, from a drill sergeant in the U.S. Army to the head of an online retail company. In addition,…

In episode 95 of Total Retail Talks, recorded at our live podcast event in Chicago earlier this spring, Tom Zegar, co-founder of PulseTV, an online retailer of general merchandise, shares how the company is successfully using email marketing and video to engage, acquire and develop relationships with its customers.

When shoppers buy a product today, they're far more likely to be influenced by the experience than solely by the price or product features. Whether walking into a Sonos listening boutique to shop for speakers, “trying on” makeup through Sephora’s mobile app or heading into a Nike store to test out shoes in virtual reality,…

Macy's is bringing its new self-service shoe concept to three Chicago-area stores, enabling customers to bypass sales associates and slip on a pair all by themselves. The "help yourself" approach is one piece of a new shoe strategy the department store chain began testing at some stores in California and the southwestern U.S. last fall, focused…

There are 5 million advertisers on Facebook right now. However, there are still many retailers that hesitate to advertise on the platform. At CPC Strategy, we believe some of this hesitation stems from uncertainty about what users want. Therefore, with our first "2017 Facebook Consumer Survey," we modeled our questions around two core thoughts: How do Facebook…

In episode 91 of Total Retail Talks, Aaron Bata, head of customer experience at Tuft & Needle, a manufacturer and online retailer of mattresses, is interviewed by Total Retail's Joe Keenan on how the brand is using feedback from its customers to inform business decisions. Bata also offers his advice for other retailers that are…