Customer Service
December 28, 2015 at 5:00 pm
Amazon.com Inc. said Monday it added three million new members to its Amazon Prime service in the third week of December, boosting what was already a record holiday season for the online giant. Prime members made the company’s “The Man in the High Castle” television series the most watched on Prime Video this season, and…
December 17, 2015 at 11:03 am
Have someone on your Christmas list who is never happy with their gift? Be careful where you shop. According to Optoro, a reverse logistics company, roughly a quarter of retail returns take place during the holiday season — meaning an ill-advised purchase can turn from bad to worthless if it's bought at a store with…
December 17, 2015 at 10:16 am
As consumers partake in the busiest time of the year for shopping, retailers everywhere will be wondering how they can maximize their share of wallet. While the spending is still happening, the foundation is already in place that will determine how those buying decisions will be made over the next few weeks. Consumers are increasingly…
December 10, 2015 at 10:50 am
One month ago nearly the entire town of Hanover, New Hampshire woke up with something on their doorstep. While not a creature was stirring, a team of 30 Zappos employees descended upon the small town on Nov. 10 to deliver happiness. The gifts came in the form of 1,900 boxes, each containing cold-weather gear including…
December 4, 2015 at 10:42 am
According to the November 2015 issue of Retail News Insider, there's a whopping $630.5 billion bonanza of shopping that will occur this holiday season. When you consider nearly 80 percent of holiday shoppers surveyed by Interactions stated they plan to get gifts both in-store and online, spending will be plentiful this season. The question for retailers…
December 3, 2015 at 11:36 am
A recent study by VitalSmarts found that silence is killing customer service. We asked subjects how often they witnesses a fellow employee underserving, or even abusing, a customer. Then we asked: What happens next? Does someone in your organization speak up and address the problem with that employee? I was thinking of this study as…
November 25, 2015 at 11:33 am
Traditionally, retailers have considered consumers’ online experiences completely separate from in-store sales. However, new research indicates that customer service mistakes with online shoppers on Cyber Monday could lead to significant in-store sales losses during the 2015 holiday gift-buying season. In October, LoyaltyOne conducted a nationwide survey of more than 1,000 U.S. consumers. Nearly half (47…
November 16, 2015 at 10:00 am
Despite promises to eliminate long waits on hold and speed consumers to responsive associates, the use of social media to handle customer service issues remains stubbornly ineffective for most retailers. A study of 500 of the top U.S. retailers from customer engagement software provider Eptica found only 20 percent were able to answer questions sent via…
November 2, 2015 at 10:37 am
JustFab, the online fashion retailer accused of deceiving customers with monthly subscriptions that are difficult to cancel, says it's reviewing its tactics and customer service practices. As reported by BuzzFeed, more than a thousand customer complaints about JustFab have been submitted to the Better Business Bureau and the Federal Trade Commission. The company last year settled…
October 23, 2015 at 4:35 pm
This webinar offers insights and tips on how retailers can leverage digital technologies to better engage and sell to consumers.
