Customer Service
April 19, 2017 at 7:43 pm
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…
April 19, 2017 at 11:54 am
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…
April 17, 2017 at 9:10 am
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…
April 10, 2017 at 10:57 am
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…
April 3, 2017 at 9:25 am
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 […]
March 30, 2017 at 10:18 am
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 out…
March 29, 2017 at 4:15 pm
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. What’s 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 so…
March 29, 2017 at 10:49 am
Nordstrom is laying off 106 customer care specialist positions nationwide. These employees answer customer questions via phone, online chat or email. “We’ve made a number of investments across our business to make shopping easier and more convenient for our customers,” Nordstrom said in a statement. “One of the results of that has been a decrease in…
March 27, 2017 at 6:03 pm
Nordstrom is laying off 106 customer care specialist positions nationwide. These employees answer customer questions via phone, online chat or email. “We’ve made a number of investments across our business to make shopping easier and more convenient for our customers,” Nordstrom said in a statement. “One of the results of that has been a decrease in […]
March 3, 2017 at 10:00 am
It’s no secret that Amazon.com is disruption with a capital D — and has been since your neighborhood bookstore disappeared. However, while most of us recognize the pressure Amazon has put on on retailers, not many are focusing on the similar effect it’s having on brands. Companies across the spectrum are finding it increasingly difficult…
