Customer Service

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.,…

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…

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…

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.

Amazon.com is testing a paid customer support model. For small sellers, it may sound ridiculously expensive at $400 per month, but for larger merchants, that may be a small price to pay for help to resolve problems that impact their business. Amazon announced the initiative to attendees of its recent Women's Entrepreneur Conference in Seattle. The customer…

Today’s connected world has seen many retail transactions move online, especially when it comes to younger shoppers. Despite the trend, brick-and-mortar retailers can still compete. How? With a little effort, you can lure consumers back to the sales floor by offering them benefits they just can’t find online. Here are four to consider: 1. Attentive customer…

In an increasingly digital world, online retailers can stand out from the crowd by focusing on the customer experience. One way to do that is by offering superior customer service. CARiD, one of the largest online retailers of aftermarket auto parts, is doing exactly this. Gerald Major, director of client experience for CARiD, says he…

In episode 46 of Total Retail Talks, Chuck Surack, founder and CEO of Sweetwater Sound, the nation's largest online music retailer, discusses how the brand has grown from humble beginnings to a leader in its space. Hint: treating its customers and employees the right way has a lot to do with it.

Sears Holdings Chief Executive Eddie Lampert is freaking out his employees. The CEO has started moving Kmart stockroom merchandise onto the sales floor. The move, according to the company, is aimed at freeing up employees to assist shoppers, making sure they “[do] not wait in line at the checkout,” reported the New York Post. But…

“I LOVE this shop,” my wife said when she came across a new dress shop in our local town. Love is a strong word, but that's exactly what retailers are trying to inspire in customers when they endeavor to build an emotional connection with them. The Harvard Business Review says that customers are emotionally connected…