Customer Service

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.

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…

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…

eBay published an interview (and video) with the head of its customer service, Steve Boehm, in which he says he's excited about many of the upcoming changes eBay will soon roll out globally. Boehm's actual title is senior vice president of global customer experience, and he came to eBay in 2011 after a career in…

Just over four months since the Apple Watch began its Apple Retail Store debut for try-ons, Apple has started to tweak the process this week, according to Apple Retail employees. Until this week, a customer who walked into an Apple Store seeking to try on Apple Watch was required to make an appointment and provide…

Buying glasses online, whether prescription lenses or fashionable sunglasses, isn't the easiest of tasks. From finding a pair that are just the right size and color to getting the exact prescription lenses you need to seeing how the glasses will look on your face, the challenges are many. Glasses.com is trying to change that with…

Monday was Epic Rewards day at Sephora, a promotion in which Sephora Beauty Insider Points of 1,000, 2,000, 5,000 or 10,000 could be redeemed for really, really good gifts. As in 10,000 points could get you a trip to Paris to visit Lancome, or $500 of Make Up For Ever products along with a training…

These are the people who will camp out overnight in front of a company’s store to get their hands on a new product first. They sing a brand’s praises from every rooftop and social media platform. They tell their friends how great a company's products are and get them to buy the products too. These…

The explosive growth of device connectivity, wireless technology, cloud computing and advanced analytics has driven the Internet of Things (IoT) from vision to reality. Devices with embedded sensors are enabling advanced, automated communications for businesses and customers. These connected devices are driving deeper engagement, providing new experiences and opportunities, creating new revenue opportunities, and enabling…

A marketing campaign designed to get eBay customers re-engaged went terribly wrong recently, and shoppers are underwhelmed by eBay's attempt to placate them after it reneged on the offer. eBay UK had sent shoppers coupons for 20 percent off a purchase of 20 pounds or more, with a maximum coupon value of 50 pounds. However,…