Customer Service
August 19, 2015 at 3:04 pm
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…
August 18, 2015 at 2:53 pm
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…
August 13, 2015 at 4:11 pm
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…
August 12, 2015 at 1:18 pm
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…
July 13, 2015 at 2:16 pm
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…
June 30, 2015 at 2:42 pm
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…
June 29, 2015 at 2:09 pm
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,…
June 19, 2015 at 5:07 pm
To increase customer lifetime value (CLV), your business needs to be able to meet each customer’s individual expectations over and over again. Those expectations vary widely from one customer to the next, of course. However, when it comes to recurring purchases or usage, customers demand three things in particular: speed, choices and personalization. Delivering on…
June 19, 2015 at 3:34 pm
Alibaba wants to put a robot, specifically one named Pepper, in your home — or store. The Chinese e-commerce giant and Foxconn Technology Group announced they're each investing $117.8 million in Japanese telecommunications giant SoftBank’s robotics unit, SoftBank Robotics Holding Corp. Softbank will own 60 percent of the joint venture, with Alibaba and Foxconn each…
June 10, 2015 at 4:35 pm
Ace Hardware is consistently recognized for its outstanding customer service. Just this month the home improvement retailer was ranked "highest in customer satisfaction among home improvement retail stores," the ninth year in a row Ace Hardware has taken the top spot. It's not hyperbole to say Ace Hardware is an expert when it comes to…
