Customer Service

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,…

J.C. Penney has started stationing greeters at the entrances of its stores, The New York Post has learned. Penney’s greeters are already full-time employees who are being redeployed to front-of-the-store duty for just two hours of their shift. The use of greeters is said to be a test and is being deployed just in the Northeast region,…

In the age of the empowered and informed customer, there’s increased attention on how to maximize a brand’s customer experience along the buying journey. But while many improvements are centered on technological changes, there are existing historical silos involving people and information, rather than channels. These disconnects waste important customer-facing resources, hide relevant content and adversely impact the sales cycle.

In the age of the empowered and informed customer, there’s increased attention on how to maximize a brand’s customer experience along the buying journey. However, while many improvements are centered on technological changes, there are existing historical silos involving people and information, rather than channels. These disconnects waste important customer-facing resources, hide relevant content and adversely impact the sales cycle. The most common breakdown takes place […]