Customer Service

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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…

I’ve been in the management and customer service business for longer than I care to admit, but as the decades have rolled by, I’ve 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 it’s worth…

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 as…

Customer service may mean many things to different retailers, but one thing is certain — a positive customer service experience is crucial to a retailer’s success. Customer service has always been a cornerstone of strong retailer-customer relationships, and this has never been more true than in today’s omnichannel retail climate. With a vast array of…

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 to…