Designed for retail CEO's, CMO's, e-Commerce Directors, Marketing Managers and other strategic decision makers, the Total Retail Resource Library is the premier source for free retail oriented best practices and case studies.


Have some good white papers or case studies? Contact Jennifer DiPasquale to contribute.

White Papers

Self-Support Automation: The New Strategy Powering Customer Service

Years ago, or perhaps even decades, service for everyday tasks was handled by someone else. An attendant pumped your gas; a banker handled financial transactions; a travel agent helped you decide on your next vacation. People liked the idea that others could help with everyday tasks. Today, the service industry has evolved partly because businesses are realizing that technology is enabling a more do-it-yourself approach to many services. This whitepaper will discuss the trend of businesses moving their customer service strategies to a DIY approach, as well as an explanation of the technologies that are enabling this shift for organizations and their customers.

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White Papers

Why Today’s Omnichannel Strategies See a Disconnect Between Brands and Consumers

One key area missing in the broader omnichannel strategy is customer service. Omnichannel is often thought of as a sales strategy, but it’s also as much a customer service strategy. This is especially critical since companies with strong omnichannel customer engagement experiences retain roughly 89 percent of their customers, according to the Aberdeen Group. This whitepaper will explore the current state of omnichannel, and it will address the evolving role that customer service plays in a broader omnichannel approach.

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Industry Sector Reports

Narvar Post-Purchase Benchmark 2017

Retailers that craft post-purchase customer journeys to be proactive, relevant and emotionally engaging foster stronger customer relationships and drive more repeat business, according to the Narvar Post-Purchase Benchmark 2017. The benchmark report is based on customer engagement data from over 300 brands and retailers over the course of the year and distills key insights by merchandise category, retailer type, average price point and other dimensions.

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Special Reports

Astound Commerce's 20th Annual Mystery Shopping Survey Recognizes the Top 7 Retailers for Customer Service

The 20th Annual Mystery Shopping Study, by Astound Commerce, recognizes seven retailers which excel in customer service through an assessment of “must have” website features and behavior based on engagement with available touchpoints. The winning merchants scored highest in four critical areas, including visibility, overall customer service, speed of delivery and efficiency of checkout. The results indicate an investment in customer service will reap rewards for retailers through elevated shopper satisfaction, giving a boost to the bottom line.

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Special Reports

A Retailer’s Guide to Omnichannel Customer Care

When you consider that 91 percent of consumers expect to be able to pick up where they left off when they contact customer service, providing world-class omnichannel customer care is critical to your success. Download this whitepaper to take a deep dive into the four key areas of omnichannel customer care and learn how to improve loyalty, drive sales and boost profits.

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Tips and Tools

The Path to Customer Retention

Many businesses often focusing their efforts on customer acquisition, the path to customer retention can often be rocky, and with a recent survey by Gartner found that 80% of future profits will come from 20% of existing customers, it's proof that business success lies with keeping your current audience sweet too - but how can this be achieved?

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