Customer Service

Over 1 million "selfies" are taken each day, and savvy retailers are finding ways to take advantage of a phenomenon that appears to be here to stay. The power of the selfie shouldn't be underestimated as data released this year shows that 71 percent of consumers are likely to make a purchase based upon social media referrals. From finding ways to encourage selfie taking to using selfies as a way to spark consumer conversations, several fashion retailers are looking to convert selfies and user-generated content into engagement and sales.

Customer relationship management (CRM) technology may be booming in terms of sales and its "shiny" new capabilities, but its business impact is less definitive. According to a late 2013 report by Econsultancy, only 28 percent of companies are satisfied with their conversion rates. What can we glean from this? For one thing, before organizations set their sights on second-wave CRM developments such as using data from mobile and social channels to improve their customer view, they first must master the CRM basics. If companies are still finding their balance with existing CRM functionality, they may struggle to realize the full benefits of new data streams and technology.

In their paper, "The Law, Culture and Economics of Fashion," law professors Scott Hemphill and Jeannie Suk define fashion as being simultaneously characterised by 'differentiation' and 'flocking.' On the one hand, consumers wish to belong to a group, but on the other, they desire to assert their individuality and dress differently from others. As fashion continues to be reshaped by digital media, 'differentiation' would seem to have the

Effy Jewelry is an omnichannel retailer that has a strong brick-and-mortar presence in the Caribbean and Alaska, catering to consumers on cruise ships. The problem was that customers would get off the ship, make a purchase in one of Effy's retail stores and the brand would never hear from them again. The retailer didn't have a system in place for effectively collecting customer data in-store, making future communication a challenge.

In an age of "all on" commerce, customer service needs to be exceptional 24/7. Consumer expectations are high, and they should be. With the evolution of mobile, tablets and social media over the last decade, retailers have many channels to reach their customers. In a lively Retail Online Integration webinar from this past Wednesday, Jeannie…

This webinar focuses on improving customer satisfaction, care and conversion rates.

As retailers expand services to support a variety of products, they must find ways to build relationships through computers and mobile devices, as well as turn negative events (e.g., product failures) into opportunities. As demands grow, retailers look to field techs, often the only touchpoint post-sale, to improve customer satisfaction and build brand loyalty. 

L.L.Bean is No. 1 in online customer experience, according to the e-tailing group's 2013 Customer Experience Index, which is based on a mystery shopping study conducted during the fourth quarter of 2013. L.L.Bean received a top score of 88.75, followed by HSN at 87.25. Other retailers scoring higher than 80 included Office Depot, Overstock.com, Amazon.com, Wal-Mart, Sears, Abt, Target and Dick's Sporting Goods. The average score in 2013 was 71.06, up from 69.3 in 2012. Repeat winners from 2012 included Amazon and Office Depot.

Cold weather has been blamed for a lot of bad economic data this year, including retailers’ weak sales. After all, it's easier to stay home and order everything online. But for shoppers who still make the effort to drive to stores, retailers are trying to make the process a little more rewarding. Sears has introduced a drive-through shopping option: if you buy something online and choose to pick it up at the store, you don't have to leave the warmth of your car. In five minutes or less, a store associate will bring your shopping cart out to you.

For ShopRoxx, an omnichannel fashion retailer for younger women, increasing customer loyalty and lifetime value with the brand is a key initiative for 2014. To help make this goal become reality, ShopRoxx is using email marketing. Specifically, the retailer is leveraging profile and behavioral data sets that enable it to send emails that feature highly relevant suggested products to its subscribers.