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In episode 87 of Total Retail Talks, Total Retail's Editor-in-Chief Melissa Campanelli interviews Helen Vaid, chief customer officer of Pizza Hut, during the recent Total Retail Talks Live event in San Francisco. Listen in as Helen shares why an omnichannel approach has been key to Pizza Hut's customer service success. (Helen was also named to…
In episode 87 of Total Retail Talks, Total Retail’s Editor-in-Chief Melissa Campanelli interviews Helen Vaid, chief customer officer of Pizza Hut, during the recent Total Retail Talks Live event in San Francisco. Listen in as Helen shares why an omnichannel approach has been key to Pizza Hut’s customer service success. (Helen was also named to […]
According to a recent survey, Ace Hardware, BJ's Wholesale Club and QVC deliver the best customer experience in the retail industry. The 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on 10,000 U.S. consumers, tied Ace hardware, BJ's Wholesale and QVC for the top spot at 81 percent. Retailers rounding out…
The way brands and retailers have traditionally handled customer service and support is in desperate need to improve quality, efficiency, access and availability of customer-desired solutions and outcomes. What’s more, organizations need this upgrade as well to increase efficiencies and decrease costs in their operations. The ability to offer a self-service approach to consumers so…
Nordstrom is laying off 106 customer care specialist positions nationwide. These employees answer customer questions via phone, online chat or email. “We’ve made a number of investments across our business to make shopping easier and more convenient for our customers,” Nordstrom said in a statement. “One of the results of that has been a decrease in…
Nordstrom is laying off 106 customer care specialist positions nationwide. These employees answer customer questions via phone, online chat or email. “We’ve made a number of investments across our business to make shopping easier and more convenient for our customers,” Nordstrom said in a statement. “One of the results of that has been a decrease in […]
It’s no secret that Amazon.com is disruption with a capital D — and has been since your neighborhood bookstore disappeared. However, while most of us recognize the pressure Amazon has put on on retailers, not many are focusing on the similar effect it’s having on brands. Companies across the spectrum are finding it increasingly difficult…
The American Customer Satisfaction Index (ACSI) recently released its Retail Report 2016, and there's good news for retail brands. The report shows that the overall retail sector has mounted a bit of a comeback when it comes to customer satisfaction. Retailers scored a 78.3 average on the ACSI, a 5 percent increase from 2015 and…
It’s been hard times recently for retailers, for example, R.H. Macy & Co. Founded by Rowland Hussey Macy in 1858 in New York City, on opening day the company had sales of $11.08. That would be $328.10 today based on inflation. Macy's moved to Herald Square in 1902 and through expansion eventually became the “largest…
It’s been hard times recently for retailers, for example, R.H. Macy & Co. Founded by Rowland Hussey Macy in 1858 in New York City, on opening day the company had sales of $11.08. That would be $328.10 today based on inflation. Macy’s moved to Herald Square in 1902 and through expansion eventually became the “largest […]
