Customer Service
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…
June 4, 2015 at 3:01 pm
Shares of Vera Bradley, a company best known for its quilted-cotton handbags, hit an all-time low Wednesday, and investors can thank Chief Executive Robert Wallstrom’s candor. “We are not attracting enough new customers to the brand,” he said in a news release accompanying the earnings, forgoing the typical corporate-speak that glosses over problems. Wallstrom later…
May 21, 2015 at 4:08 pm
It's sadly ironic that contact centers are frequently staffed by mobile-enabled, always-connected agents who in turn support mobile-enabled, always-connected customers, but do so with antiquated processes, technologies and incentive systems. New research from LogMeIn and Ovum shows that while the majority of consumers typically turn to the web for answers before contacting customer service, only…
May 5, 2015 at 12:29 pm
Hear best practices around how to motivate and empower your staff to make your customers feel every bit as important as they are.
May 5, 2015
Speakers share best practices to take your retail business international from e-commerce professionals and retailers who’ve done it.
May 4, 2015 at 2:00 am
Learn best practices for omnichannel integration and how live video can bring the in-store experience to e-commerce channels.
April 3, 2015
Ace Hardware has always been known for its "helpful hardware folks" motto, but now the company is taking its customer service knowledge global. The retailer has launched the Ace Center for Excellence, a new division designed to share the strategies and key principles of the brand's unparalleled commitment to customer service with businesses and organizations around the world. According to Ace, the center's goal is to help companies improve upon their customer experience based on Ace's award-winning approach through customized solutions, such as keynotes and workshops.
