Customer Service

The Path to the Customer Service Experience
November 21, 2017 at 9:25 am

When it comes to sales, consumers are accustomed to online shopping. However, when it comes to customer service, brands today still force consumers to either call an 800 number or visit a store. Sure, brands today have incorporated chatbots into their online strategy, but most are poorly designed, don’t use natural language and aren’t capable of learning over time. What’s worse, even though today’s customers are completely accustomed to using search engines when researching queries, brands don’t take this approach with their websites by empowering consumers to research their own customer service issues online. This paper will address the current state of customer service, discuss the journey customers take in present day in trying to get answers to their own questions, and explore the role chatbots are increasingly taking in this journey.

Top Performing Brands in the Eyes of a Mystery Shopper
November 20, 2017 at 12:51 pm

To really understand the customer journey, you’ve got to take it yourself. That’s why we stepped in consumers’ shoes for our Global Mystery Shopping Study. We walked through eight different shopping scenarios with 50 global brands to learn where they're succeeding and where they’re falling short. As mystery shoppers, our team simulated purchasing products, researched…

Small Retailers Must Evolve From Customer Satisfaction to Customer Obsession
November 14, 2017 at 11:14 am

Today more than ever, retailers are being forced to take their focus on customer satisfaction to extraordinary levels. The standard for customer satisfaction is being driven higher by companies like Amazon.com and its large retail competitors as these companies move from a focus on “customer satisfaction” to “customer obsession.” This obsession has made factors such…

Wal-Mart to Host Holiday Parties in its Stores
November 2, 2017 at 12:43 pm

Wal-Mart is throwing 20,000 parties in its stores across the country in an attempt to attract more holiday shoppers. According to a company press release, the parties will take place on Nov. 4, Dec. 2 and Dec. 16, and will include 165,000 in-store toy demos, visits from Santa and other activities. The Nov. 4 party will…

Preparing for the Future of Retail
October 27, 2017 at 11:50 am

When it comes to sales, consumers are accustomed to online shopping. However, when it comes to customer service, brands today still force consumers to either call an 800 number or visit a store. Sure, brands today have incorporated chatbots into their online strategy, but most are poorly designed, don’t use natural language and aren’t capable […]

2017 Consumer Holiday Shopping Expectations
October 27, 2017 at 11:49 am

When it comes to sales, consumers are accustomed to online shopping. However, when it comes to customer service, brands today still force consumers to either call an 800 number or visit a store. Sure, brands today have incorporated chatbots into their online strategy, but most are poorly designed, don’t use natural language and aren’t capable […]

How to Be a Showstopper in Your Market
October 23, 2017 at 4:46 pm

If you want to be a showstopper in your market, then you must be innovative. Not only innovative — you must WOW prospective customers or clients with your amazing ingenuity. To be a showstopper, you must amaze people — not only amaze them with what you're offering them, but also amaze them with how you're…

Customer Service Tips to Engage and Retain Customers
October 23, 2017 at 4:08 pm

For retailers, customer loyalty and creating a high customer lifetime value are critical, especially when it comes to maximizing revenue. Retaining customers, however, is challenging. It's about more than just the quality of your products and an aggressive pricing strategy, for example. Indeed, a recent American Express study found that 73 percent of customers are willing to…

Sephora Names Mary Beth Laughton EVP, US Omni Retail
October 11, 2017 at 2:13 pm

Beauty retailer Sephora has promoted Mary Beth Laughton to executive vice president of U.S. omni retail. Previously, Laughton was senior vice president of digital. “Mary Beth is a visionary and strategist with a deep understanding of how customers are evolving,” said Calvin McDonald, chief executive officer and president of Sephora Americas. “During her time at…

Connected Consumers Are Willing to Spend More
October 11, 2017 at 11:45 am

Despite the traditional retail industry being beset by online competitors and margin pressure, here’s a bit of good news from a recent Capgemini report: More than 80 percent of consumers are willing to pay more for a better experience. However, that same study found that while 75 percent of organizations believe themselves to be customer…