Customer Service
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.
October 23, 2015 at 10:09 am
Maybe it’s a service call, a simple plan adjustment, or even that first Google search looking for a provider. No matter the reason or method, each and every customer encounter is crucial. However, if the bulk of a consumer’s experience with a company is made up of a series of small interactions – e.g., a…
October 19, 2015 at 11:07 am
Why did Gary Allen log thousands of miles to attend 140 Apple Store openings around the world and blog about them … without getting paid for it? That question prompted me to reach out to Allen when I began the research for my book on the Apple Store model, The Apple Experience. I was saddened to…
September 23, 2015 at 9:38 am
“Love” may seem odd as a business concept. Love includes valuing someone as a person, trying to see things from their point of view, being considerate of their time, trying to make their life easier, working to understand and help them achieve their goals, among other things. Let's take for granted that you do all…
September 22, 2015 at 10:58 am
Wal-Mart has launched Wal-Mart Simple Text, a text messaging-based assistant for shopping at the retailer's stores. You simply text “hi” to 415-214-8445, thanks to Twilio, and you’re ready to ask Wal-Mart about the item(s) you’re interested in.
August 31, 2015 at 12:05 pm
Retail executives depend on hourly employees and local store management to deliver great customer experiences, execute merchandising strategies and drive sales. However, there are often disconnects between staff members and corporate management. Store employees can get bogged down in day-to-day operations and, in turn, they can miss opportunities to improve the overall customer experience. Real-Time…
August 26, 2015 at 11:47 am
If the only person who soothed you during Monday’s stock market chaos was an extra-friendly Starbucks barista, thank Howard Schultz. In a flowery memo to the chain’s 190,000 employees (called “partners” in Starbucks lingo), the coffee giant’s billionaire chairman and chief executive told baristas to be especially sensitive to the customers asking them for a…
