Customer Service

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…

Join this webinar and hear how Betabrand’s CMO, Aaron Magness, is using honest financing to boost their brand and drive better results.

In episode 90 of Total Retail Talks, MC Halfpenny, director of operations at Uncommon Goods, an online retailer of unique gifts and creative home decor, talks about how proactive customer support is helping the company to improve the order delivery process. Halfpenny shares details about the support process at Uncommon Goods, the business benefits it…

Big-name retailers have had a rough year. While the economy continues to make gains, the stock market reaching record highs and jobs reports putting smiles across economists’ faces, retailers such as Macy’s have failed to exploit the improving economic landscape. In fact, according to WWD, Macy’s, Sears Holdings Corp., The Limited, American Apparel, BCBG Max…

The digital marketplace has made it increasingly easy for customers to find the lowest possible price. When price is the only difference between two products, the decision is simple. However, that's rarely the case. With lower prices often come more aggravating experiences. As many bargain hunters quickly find, you get what you pay for. Customers…

They say loyalty is hard to come by, and this seems more true than ever in today’s retail environment. Customer retention and repeat purchasing continues to be a challenge as consumers have more avenues on their path to purchase. However, let it be known that loyalty isn't impossible to achieve. In the current retail system,…

Today, consumers are more connected to technology while “on the go” than ever before. With over 95 percent of American adults owning a cellphone, 77 percent of which are smartphones, consumers can now connect to information from anywhere. As such, their shopping habits have also become much more mobile. At the same time, leading retailers…