Customer Service
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. Customersโฆ
They say loyalty is hard to come by, and this seems more true than ever in todayโs 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,โฆ
Today, consumers are more connected to technology while โon the goโ 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 retailersโฆ
Iโve been in the management and customer service business for longer than I care to admit, but as the decades have rolled by, Iโve learned a thing or two about what to look for when hiring and training a stellar customer success team. And at the risk of offending sensitive ears, I think itโs worthโฆ
Wal-Mart recently announced that it has appointed Rahul Joshi as its U.S. e-commerce senior vice president, customer care. In this role, Joshi will lead the customer care teams for both Walmart.com and Jet.com, and also oversee the returns experience and fraud teams. Prior to this role, Joshi was at Citibank for 25 years, most recently asโฆ
Customer service may mean many things to different retailers, but one thing is certain โ a positive customer service experience is crucial to a retailerโs success. Customer service has always been a cornerstone of strong retailer-customer relationships, and this has never been more true than in todayโs omnichannel retail climate. With a vast array ofโฆ
In episode 87 of Total Retail Talks, Total Retail's Editor-in-Chief Melissa Campanelli interviews Helen Vaid, chief customer officer of Pizza Hut, during the recent Total Retail Talks Live event in San Francisco. Listen in as Helen shares why an omnichannel approach has been key to Pizza Hut's customer service success. (Helen was also named toโฆ
In episode 87 of Total Retail Talks, Total Retailโs Editor-in-Chief Melissa Campanelli interviews Helen Vaid, chief customer officer of Pizza Hut, during the recent Total Retail Talks Live event in San Francisco. Listen in as Helen shares why an omnichannel approach has been key to Pizza Hutโs customer service success. (Helen was also named to [โฆ]
According to a recent survey, Ace Hardware, BJ's Wholesale Club and QVC deliver the best customer experience in the retail industry. The 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on 10,000 U.S. consumers, tied Ace hardware, BJ's Wholesale and QVC for the top spot at 81 percent. Retailers rounding outโฆ
The way brands and retailers have traditionally handled customer service and support is in desperate need to improve quality, efficiency, access and availability of customer-desired solutions and outcomes. Whatโs more, organizations need this upgrade as well to increase efficiencies and decrease costs in their operations. The ability to offer a self-service approach to consumers soโฆ