Customer Service
'Tis the season to start shopping. For retailers, this means delivering stellar customer service at every step of the customer journey. Salesforce data shows that 94 percent of consumers say good service makes them more likely to buy again while 80 percent will abandon a brand after three bad experiences. But rather than wait for the โthree strikesโฆ
My grandchildren love participating in water sports at our cottage, and recently I needed to order two different parts for them to replace items that were broken on equipment they use that Iโd purchased at a retail store. Since the store didn't sell parts, I called one company and was greeted by a pleasant andโฆ
This year, the U.S. experienced a 14 percent decrease in customer loyalty, falling from 79 percent to 68 percent. With inflation still impacting todayโs consumer, businesses must become agile and shift how they reach their customers. The voice of the customer is more important than ever. One of the biggest challenges retailers face is determiningโฆ
Online purchasing continues to be consumersโ preferred channel for their holiday shopping due to convenience and efficiency. In fact, this year, 60 percent of consumers plan to use retailer websites or apps to get inspiration and ideas for their holiday shopping, highlighting the importance of a solid omnichannel experience for brands to reach customers exactlyโฆ
We're now in the afterglow of Customer Experience (CX) Day, a day when organizations roll out the red carpet for everyone involved in customer experience. Yet, for those in the retail game, CX Day stands as a reminder that itโs not just one day but really every day that should be dedicated to addressing andโฆ
Generative artificial intelligence is making waves across the retail industry, from consumers using the technology to inspire purchasing decisions to retail brands employing chatbots to improve customer service and experience. While chatbots have been around for quite some time, with the advent of generative AI, thereโs been a huge revolution over the last 18 monthsโฆ
Customer service has crossed a threshold thanks to the rapid ascent of generative artificial intelligence. Retailers can tap the powers of generative AI to automate internal and external customer service processes, improve and personalize experiences, and elevate problem-solving. However, integrating generative AI into customer service processes requires careful planning and implementation. Decision-makers must develop aโฆ
Amazon.com founder Jeff Bezos said in 1999 that what matters most to him is providing the best experience he can to his customers. In the same interview, he added โIf thereโs one thing that Amazon.com is about, itโs obsessive attention to the customer experience end to end.โ Decades later, Amazon never wavered from its commitmentโฆ
In the last few decades, the market has witnessed a gradual power shift between brands and consumers. Previously, brands would work on their ideas and develop a product or service that they believed would help customers. Now, brands are taking notes and working on innovating and devising products and services that customers believe in. Byโฆ
April marked 50 years since the first mobile phone call. Since then, mobile devices have matured to become the remote control for our lives, our primary point of digital interaction. Most desktop activity has moved to mobile, providing consumers the ability to instantaneously search the web, shop for goods and services, track online orders, findโฆ