In this brand new version of "The Nordstrom Way," co-authors Robert Spector and breAnne O. Reeves examine in-depth the values by which Nordstrom has survived and thrived for more than 116 years. One of those values is the combination of “communication and collaboration,” which is essential for every organization to succeed. This is an excerpt from the book.
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.
Lost orders and merchandise returns are part of the game for eCommerce but they are costly. Learn how a top 10 eTailer significantly reduced charge-backs and returns while improving overall customer satisfaction.
Consumers are adopting chat and voice platforms faster than any channel before them, but the clear question is, what does this mean for retail? This e-book lays out the channels, how they differ, what customers expect on each, and sets up readers for conversational commerce success.
Unlikely or unforeseen competitors continue to disrupt industries at an exponential pace. The innovation disruptors bring requires a key strategy: Put the customer at the center of your business and deliver great experiences to them. Understand how consistent, timely, relevant and personalized experiences are enabled by having the right technology foundation in place.
Learn how improving customer experience grows retail revenue. As a retail business decision-maker, you are interested in developing customer experience in your stores. We all know that happy customers spend more time and money, and return to your shop – maybe even bringing friends along.
Interested to know how the retail industry fares in terms of customer satisfaction? Learn the ROI of customer satisfaction on retail KPIs such as churn, retention, and acquisition, and see the impact and importance of customer satisfaction in your retail business as only HappyOrNot’s data can show.
A new research report, Customer Experience Management Benchmark (CXMB) Industry Insights: Retail, was recently published by COPC Inc. and Execs In The Know, with sponsorship support from Gladly Inc. This report reveals key findings about in-store, online and mobile shoppers in the United States regarding customer care and brand loyalty.
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.
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.
There's always someone in-store to assist customers during their shopping. Online, your users are alone. A single shared aspect remains: the experience. The e-commerce experience is moving closer to customers, with links established via optimized interfaces and user data serving as a powerful lever to gain a better understanding of users’ needs.
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.
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.