Customer Service
March 14, 2016 at 12:50 pm
If your goal is to satisfy your customers, you’re aiming too low. Instead, aim to overdeliver on your promises. In fact, a good customer service policy should be to bend-over-backwards, with features and benefits that continually surprise and delight your customers. Overdelivering is a strategy fast-fashion jewelry brand BaubleBar stresses in every aspect of its…
March 11, 2016 at 8:33 am
To find True Religion Brand Jeans’ next tech innovation, look no further than its brick-and-mortar stores. The denim brand’s initiative, called Band by True Religion, is scheduled to be rolled out in its stores in Los Angeles’ Beverly Center mall and New York City’s SoHo neighborhood in April. Some sales staff will be equipped with…
March 7, 2016 at 10:48 am
Late last month the American Customer Satisfaction Index (ACSI), a firm that provides a cross-industry measure of customer satisfaction, released its 2015 Retail Report. In episode 27 of Total Retail Talks, David VanAmburg, managing director of the ACSI, discusses some of the report's key findings, including why there was an overall drop in customer satisfaction…
March 4, 2016 at 9:38 am
Bad news, Charlie. You’ve got a one-in-three chance of never hearing back from Whiz-Bang. If you merely want acknowledgment that your email was received, your odds are even worse. Companies are failing at one of the most-used forms of service, email, and it's sending their customers away. One in three organizations do not respond to customer…
March 3, 2016 at 10:04 am
Shopping at Target will not be the same a year from now. It will be easier, less frustrating and more convenient, executives said a meeting with analysts Wednesday. Starting a shopping trip through Target's app or online and finishing it in-store will become more seamless, with text notifications when online orders for in-store pickup are ready…
March 1, 2016 at 11:52 am
Many CEOs who write memos to their employees — even in tough times — hide behind euphemistic lingo. They cram their missives full of so many inscrutable "initiatives" and MBA-approved phrases that any real sense of urgency gets lost in the shuffle. Gary Friedman is apparently not one of those CEOs. He likes to cut through…
February 29, 2016 at 1:24 pm
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February 23, 2016 at 11:33 am
Wal-Mart has consistently earned a low opinion from consumers, but CEO Doug McMillon has vowed to improve the retailer's standing with customers. So how's that working out? Not great, at least not yet. The world's largest retailer slipped two points in the latest American Customer Satisfaction Index (ACSI), holding fast to its last-place ranking among department and…
February 22, 2016 at 9:37 am
One thing retailers can count on in January is innovation. Each year, retailers across the globe gather for Retail’s BIG Show hosted by the National Retail Federation (NRF). This year’s event covered the usual topics, such as payment technologies and improving the customer experience, but also demonstrated that there’s a big shift affecting the retail…
February 17, 2016 at 9:46 am
A riddle: What's a primary hurdle businesses face when seeking to expand their sales and operations? Hints: It’s something that can’t change overnight. It also can’t be bought or sold. Stumped? It’s trust. A company can spend thousands of dollars on advertising and marketing, but unless it establishes an honest, sincere rapport with its customers,…
