Customer Service

How Retailers Can Handle Increased Customer Service Demand During Holidays
December 18, 2023 at 11:49 am

'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 โ€œthree strikesโ€ฆ

Bridging the Gap Between Customer Service and Customer Centricity
December 6, 2023 at 1:20 pm

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 Iโ€™d purchased at a retail store. Since the store didn't sell parts, I called one company and was greeted by a pleasant andโ€ฆ

How Retailers Can Stay on Consumersโ€™ 'Nice Lists' This Holiday Season
November 29, 2023 at 12:07 pm

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 exactlyโ€ฆ

A CX Day Reflection: Unlocking the Synergy Between CX and EX in Retail
November 21, 2023 at 10:51 am

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 itโ€™s not just one day but really every day that should be dedicated to addressing andโ€ฆ

Santaโ€™s Naughty and Nice Checklist for Chatbot Elves
October 30, 2023 at 9:58 am

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, thereโ€™s been a huge revolution over the last 18 monthsโ€ฆ

Crafting a Customer Service Game Plan With Generative AI
October 12, 2023 at 3:39 pm

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 aโ€ฆ

Are You Customer-Obsessed? Hereโ€™s Why You Should Be
October 12, 2023 at 2:51 pm

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 โ€œIf thereโ€™s one thing that Amazon.com is about, itโ€™s obsessive attention to the customer experience end to end.โ€ Decades later, Amazon never wavered from its commitmentโ€ฆ

Beyond Products: How Brands Are Cultivating Trust in the Age of Customer-Centricity
October 11, 2023 at 2:01 pm

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. Byโ€ฆ

The Mobile Way: Activating Messaging Channels for Better CXย 
September 25, 2023 at 1:08 pm

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, findโ€ฆ