Customer Service

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 […]

The use of messaging applications has been soaring lately. Recent reports have shown that since 2015, monthly active users on messaging applications have surpassed the monthly active users on social media. The numbers have been growing ever since. It doesn't seem like mobile messaging is going anywhere. That's a good thing because it offers an…

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A Wal-Mart spokesperson said the company is cutting 7,000 back-office jobs across the country. The cuts affect employees working in accounting and invoicing positions in the company's stores, and will be rolled out over the next few months. The company stated that employees will have the option to move into more customer-facing roles. This comes…

Back in April, Facebook announced that retailers would now be able to use its Messenger app to sell directly to consumers in a chat window. Some of the first brands that jumped on this opportunity included 1-800-Flowers.com and Spring. Now, more brands are using artificial intelligence (AI) as a selling and communication platform. AI (e.g.,…