Customer Service
When it comes to in-store shopping during the holiday season, opinions tend to be mixed. PwC's โRetailers and the Age of Disruptionโ survey found that while 68 percent of respondents intentionally browse products in-store before purchasing them online, 73 percent said they browse online and then purchase the products in-store. Consumers canโt decide which channel toโฆ
Retailers have mastered the art of curating a superior customer experience up to the point of purchase, but new research indicates they're missing the mark when it comes to delivering the superior aftermarket experience todayโs customer expects and, as importantly, they're missing out on new revenue opportunities. Ikea's recent acquisition of TaskRabbit, a sharing economyโฆ
The holiday shopping season is upon us, and its year-over-year transformation cannot be overstated. Twenty years ago, the ramp up to Black Friday looked vastly different than it does today โ Cyber Monday didnโt even exist! โ and that's entirely due to the ever-evolving technologies that are shaping our digital landscape and market demands. Forโฆ
The way customers interact with organizations is changing. When consumers use certain social channels and platforms in their everyday lives, they expect companies to interact with them on their terms and on their channels. Historically, while many consumers used to, and still do, use the phone to reach a company if they have a problem,โฆ
There's nothing more important than building up confidence for your brand. However, it wonโt happen fast and it wonโt happen easily. It will likely take some incremental investments, but it doesnโt need to break the bank. Here a few ways that will help: Authenticity One of the most important elements of building confidence is authenticity.โฆ
Thereโs nothing more important than building up confidence for your brand. However, it wonโt happen fast and it wonโt happen easily. It will likely take some incremental investments, but it doesnโt need to break the bank. Here a few ways that will help: Authenticity One of the most important elements of building confidence is authenticity. [โฆ]
To really understand the customer journey, youโve got to take it yourself. Thatโs why we stepped in consumersโ shoes for our Global Mystery Shopping Study. We walked through eight different shopping scenarios with 50 global brands to learn where they're succeeding and where theyโre falling short. As mystery shoppers, our team simulated purchasing products, researchedโฆ
Today more than ever, retailers are being forced to take their focus on customer satisfaction to extraordinary levels. The standard for customer satisfaction is being driven higher by companies like Amazon.com and its large retail competitors as these companies move from a focus on โcustomer satisfactionโ to โcustomer obsession.โ This obsession has made factors suchโฆ
Wal-Mart is throwing 20,000 parties in its stores across the country in an attempt to attract more holiday shoppers. According to a company press release, the parties will take place on Nov. 4, Dec. 2 and Dec. 16, and will include 165,000 in-store toy demos, visits from Santa and other activities. The Nov. 4 party willโฆ
If you want to be a showstopper in your market, then you must be innovative. Not only innovative โ you must WOW prospective customers or clients with your amazing ingenuity. To be a showstopper, you must amaze people โ not only amaze them with what you're offering them, but also amaze them with how you'reโฆ