Customer Service
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
Join us to learn how your brand can position itself to thrive in a rapidly changing and increasingly digital retail environment.
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,…
February 4, 2016 at 9:12 am
With the holidays firmly in the rearview mirror, the start of a new year is the perfect time for retailers to reflect on how sales performed, whether they provided great customer service, and whether their supply chains delivered during a time that's critical for winning — or permanently alienating — customers. Retailers work year-round to…
February 1, 2016 at 11:43 am
Jay Baer is a celebrated digital marketing strategist, speaker and New York Times best-selling author, as well as the president of Convince & Convert, a digital marketing consulting firm. His advice on customer service has helped some of the world's leading brands, including Nike, Cisco, Oracle, Cabela's, and many others. In this episode of Total…
January 29, 2016 at 11:15 am
Small and midsize retailers, including startups, recognize that to play with the Goliaths, providing exemplary online customer care can be the deciding factor. Increasingly, what’s helping them are new technologies that redefine customer service by enhancing shoppers’ choices while improving efficiency and flexibility. For these retailers, online sales are increasingly critical. It all reflects the…
