Customer Service

Long lines, impossible parking lots, the overall stress of the season — it’s no wonder you see frazzled, frustrated customers during the holidays. And who can blame them? Well, apparently retailers can. In a recent survey by alldayPA, 76 percent of respondents complained about brands’ reluctance to apologize for problems, while 47 percent said they…

Nordstrom is expanding on its efforts to engage with mobile shoppers, using the holiday gift-giving season as an opportunity to launch its first-ever chatbot. If you can’t decide on the perfect gift for your mom this holiday season, for example, the bot is a click away on Facebook Messenger as well as Kik. Nordstrom teamed with New…

Santa and his elves work year-round making sure all the good girls and boys get the Christmas gifts they desire. Lands’ End is embracing that spirit of Old Saint Nick, giving shoppers the opportunity to become Santa for a day for the company’s feel-good holiday 2016 campaign. “We’ve always embraced the spirit of giving,” explains…

Online sales continue to grow as a proportion of overall retail sales, and returns are growing at an even faster rate. With the holiday peak season upon us, retailers will need to focus more than ever on handling returns in ways that avoid alienating their customers — and consequently losing future sales. Given the rising…

Consumers have options, and they know it. Brands need an intelligent order management system to fulfill orders profitably.

Join us to hear real-world examples of brands that have leveraged analytics to improve the customer journey and so much more!

Don’t fall victim to another failed app project. Here are eight must-haves to ensure a successful store associate app project.

Wal-Mart is deploying “Holiday Helpers” to all of its 4,500 or so U.S. stores during the upcoming months. These workers, clad in yellow vests to make them easily identifiable to customers, will be tasked with speeding up checkout time by, among other things, fetching items that shoppers may have forgotten, so they don’t lose their…

This is an actual story. I’m pretty sure you’ll be able to relate: I call an online service provider and I get auto prompts requesting more information “to serve me better.” I punch in my phone number, my social security number and my account number. I follow more prompts and punch in more numbers to…

For better or worse, e-commerce has truly transformed the traditional shopping experience at brick-and-mortar retail locations. Customers visiting a physical store have greater expectations for a product to be in stock and priced competitively with similar retailers or online shopping outlets such as Amazon.com. They expect stellar customer service, because it would be even easier, if not more convenient,…