Customer Service

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…

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…

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…

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…

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…

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…

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…

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