Customer Service

The Most Common E-Commerce Customer Complaints, and How to Solve Them
November 14, 2019 at 9:52 am

Without a doubt, e-commerce has permanently altered how people shop. Even those who still prefer to shop in-store frequently do preliminary research online by visiting retailers’ websites, comparing item specs, and reading customer reviews. While online shopping has made more products available to more consumers all over the world, it’s also introduced a host of…

The ‘Triple Crown’ of Harmonic Retail: BOPIS, Returns, and Customer Service
October 22, 2019 at 11:41 am

Retail is facing more stress and complexity than ever before. U.S. population growth is less than 1 percent annually, shopper journeys no longer follow predictable demographics, and customers are simultaneously demanding more human interaction and more self-service technology. Add to that the rising cost of shipping, the looming threat of tariffs, and the tight labor market. Retail…

Customer Relationships: One Size Doesn’t Fit All
October 17, 2019 at 10:47 am

Brands today are equipped with a bevy of digital tools and data to get an intimate look into consumers’ purchasing habits. But at a time when, unlike any other, we have a population that spans four generations — each with a distinctive relationship with brands, social media and technology — customer expectations are more unpredictable…

How Delivery is Challenging Service for the Customer Experience Crown
October 9, 2019 at 10:54 am

Brands have traditionally invested heavily in customer service as a central component of the customer experience. However, new research from project44 suggests that may be changing. The apps that power our lives, and specifically those that power our purchases, have continued to evolve, reshaping the customer experience. As a result, delivery, which was once a…

For Standout Holiday Customer Experience, Start a Conversation
October 4, 2019 at 11:52 am

To stand out during the high-stakes holiday season, merchants should start a conversation with shoppers — literally. Conversational commerce that combines human and machine intelligence is crucial to delivering the interactive customer experience shoppers crave. The conversational commerce revolution is underway. Fueled by the swift adoption of voice-activated “smart speakers,” which Microsoft predicts 75 percent of…

The Lost Art of a Thank-You Culture
October 1, 2019 at 10:24 am

Technology is great. It has fueled innovation, increased reach to larger customer audiences, and provided broader product access to everyone. However, we know that sometimes simplicity is powerful. In all of our racing to be best and first to win the customer, the art of a simple verbal thank you has been lost. Sincere appreciation…

Are Retail CIOs Ready to Meet Customer Experience KPIs? Accedian Research Says No
September 11, 2019 at 12:55 pm

Today’s retail landscape is undoubtedly competitive. As customers flock to direct-to-consumer (DTC) e-commerce brands (e.g., Warby Parker, Casper, Dollar Shave Club), many traditional brick-and-mortar retailers are struggling to stay afloat. This is evidenced by recent store closures from Dressbarn, Charlotte Russe, Payless ShoeSource, and Gymboree. With Coresight Research predicting that U.S. store closures could reach…

The Majority of Back-to-School Shopping Will Take Place In-Store: Are Retailers Ready?
August 22, 2019 at 10:17 am

The back-to-school (BTS) shopping season is well underway, with total retail sales projected to reach a whopping $27.8 billion. However, despite claims that Amazon.com is destroying retail, more than half of U.S. consumers are planning to shop for supplies in-store instead of online this year. So, what does this mean for brick-and-mortar retailers? The BTS…

Retail Reality: Succeeding in the Always-On Customer Engagement Realm
August 20, 2019 at 9:04 am

While retailers have traditionally competed on the basis of the “Four Ps” — product, price, promotion, and place — increasingly this isn't enough. According to Gartner, 81 percent of marketers say they expect to be competing mostly or completely on the basis of customer experience in the near future. Yet keeping up with the demands of…

The Customer Experience Opportunity: How SMBs Can Use AI to Create a Competitive Advantage
August 12, 2019 at 10:32 am

Small and medium-sized businesses (SMBs) struggle to compete on equal footing with the enterprise behemoths that dominate their industry. In other words, how do local retailers compete with the Amazon.com and Walmarts of the world? Providing a better customer experience is fast becoming the competitive differentiator and driver of success for businesses of all sizes…