Customer Service

At the start of 2016, Wal-Mart, the world’s largest company by revenue, announced that it would close 269 locations around the world. Macy’s also plans to close 40 stores this year. In part, industry analysts blame closures like these on what they see as a larger retail shift toward online shopping. And with the growing…

Online retailer Wayfair is partnering with Seattle startup Porch.com to offer home installation and assembly services to customers who shop online. Shoppers will be able to buy furniture or home décor from Wayfair and add Porch Home Services to their order. Porch will then contact the shopper directly and schedule a time to meet a local…

Four years ago, Andrew Blackmon got married. Like most grooms, he outfitted his groomsmen at a big, old-fashioned tux rental store. And like most customers at that store, he had a horrible experience. The traditional “for better or for worse” vow hasn’t changed much since medieval weddings. However, wedding fashions change dramatically every decade. Back in the ‘80s and ‘90s, men’s looks were baggy and boxy. Now? Not so much.

Mobile technology has revolutionized retail by giving consumers tools to ensure immediate satisfaction through “on-demand” goods and services. For consumers, shopping online is convenient and useful — if you know exactly what you want. However, for most purchases, consumers still overwhelmingly prefer to visit a store. Why? Because the promise of the on-demand economy, which…

When retailers talk about meeting the needs of today's consumers, speed is frequently cited as a differentiating factor. From speed to market with new inventory to quick checkout to expedited delivery, it seems all retailers want to do everything fast. That's why it's a little surprising to hear John Hazen, senior vice president, direct to…

With so many studies demonstrating that younger consumers are far more likely send a Twitter DM or Snapchat than they are to respond to an email, why do so many companies stubbornly stick to email as their primary channel for customer support? Savvy retailers are taking a cue from their customers’ habits and embracing messaging…

Total Retail Talks is Total Retail’s podcast channel, and it features interviews and insights with some of the leading minds in the retail industry. Please check out our podcast channel page for all episodes, show notes and additional information. Also, you can access Total Retail Talks episodes on iTunes and Stitcher. We hope you’ll join us! Jodie Fox, Co-Founder and Chief Creative Officer, Shoes…

It’s an Amazon, Amazon, Amazon, Amazon world, but one retailer continues to top the online giant when it comes to shopper experience. For the second year in a row, outdoor outfitter L.L.Bean tops the list of Prosper Insights & Analytics’ Customer Service Champions over second place Amazon.com. Customer Service Champions were developed from a write-in vote…

Target offered a sneak peek of its upcoming Marimekko swimwear and home décor line, which features the iconic Finnish brand’s untouched, archival prints. And like last year’s wildly successful Lilly Pulitzer launch and the website-crashing Missoni collection before it, the 200-plus item Marimekko for Target collection might also sell out in a New York minute and…

Every retailer hopes to earn not just wallet share, but also the loyalty of its customers. A delighted and loyal customer will keep coming back, spend more money while there, and go one step further by recommending their favorite retailer to friends and family. Recently, Market Force Information announced the results of its annual fashion…