Customer Service

J.C. Penney is Testing Store Greeters
October 11, 2016 at 11:36 am

J.C. Penney has started stationing greeters at the entrances of its stores, The New York Post has learned. Penney’s greeters are already full-time employees who are being redeployed to front-of-the-store duty for just two hours of their shift. The use of greeters is said to be a test and is being deployed just in the Northeast region,…

Customer Service: Your Best Untapped Sales Resource  
October 10, 2016 at 10:29 am

In the age of the empowered and informed customer, there’s increased attention on how to maximize a brand’s customer experience along the buying journey. But while many improvements are centered on technological changes, there are existing historical silos involving people and information, rather than channels. These disconnects waste important customer-facing resources, hide relevant content and adversely impact the sales cycle.

The Path to Customer Retention
September 14, 2016 at 1:22 pm

In the age of the empowered and informed customer, there’s increased attention on how to maximize a brand’s customer experience along the buying journey. However, while many improvements are centered on technological changes, there are existing historical silos involving people and information, rather than channels. These disconnects waste important customer-facing resources, hide relevant content and adversely impact the sales cycle. The most common breakdown takes place […]

7 Ways Retailers Can Use Mobile Messaging
September 12, 2016 at 11:32 am

The use of messaging applications has been soaring lately. Recent reports have shown that since 2015, monthly active users on messaging applications have surpassed the monthly active users on social media. The numbers have been growing ever since. It doesn't seem like mobile messaging is going anywhere. That's a good thing because it offers an…

Wal-Mart Cutting 7,000 Accounting, Invoicing Jobs
September 2, 2016 at 10:28 am

A Wal-Mart spokesperson said the company is cutting 7,000 back-office jobs across the country. The cuts affect employees working in accounting and invoicing positions in the company's stores, and will be rolled out over the next few months. The company stated that employees will have the option to move into more customer-facing roles. This comes…

5 Tips for Implementing a Successful Chatbot
September 1, 2016 at 9:31 am

Back in April, Facebook announced that retailers would now be able to use its Messenger app to sell directly to consumers in a chat window. Some of the first brands that jumped on this opportunity included 1-800-Flowers.com and Spring. Now, more brands are using artificial intelligence (AI) as a selling and communication platform. AI (e.g.,…

Moosejaw's Eoin Comerford on Brand Loyalists
August 31, 2016 at 11:21 am

In the keynote session of Total Retail's Virtual Conference & Expo, Eoin Comerford, CEO of Moosejaw, the oudoor recreation apparel and gear retailer, discusses what the company is doing to generate brand loyalists, and how having fun fits into that equation. (You can register to access the entire conversation with Eoin as well as all…

3 Key Factors Separating Retail’s Winners and Losers
August 23, 2016 at 12:44 pm

Retail is undergoing its biggest evolution to date. Consumer expectations are on the rise, and a generation of younger shoppers is changing the way brands think about engagement, loyalty and the customer experience. With so much change, it’s inevitable that there will be winners and losers when the dust settles. In fact, we’re already seeing…

Young Entrepreneur Leads DESIAR Into Bright Future
August 22, 2016 at 12:17 pm

In episode 49 of Total Retail Talks, I interview Jamal Robinson, founder and president of DESIAR. DESIAR is an online retailer of handcrafted wooden sunglasses that was founded in a college dorm room. Robinson talks about the brand's journey as well as his personal goals for growing the business.