Customer Service

Zappos Goes Door to Door Surprising and Delighting an Entire Town for the Holidays
December 10, 2015 at 10:50 am

One month ago nearly the entire town of Hanover, New Hampshire woke up with something on their doorstep. While not a creature was stirring, a team of 30 Zappos employees descended upon the small town on Nov. 10 to deliver happiness. The gifts came in the form of 1,900 boxes, each containing cold-weather gear includingโ€ฆ

Retailers Will Find Good Cheer in Spending This Holiday Season
December 4, 2015 at 10:42 am

According to the November 2015 issue of Retail News Insider, there's a whopping $630.5 billion bonanza of shopping that will occur this holiday season. When you consider nearly 80 percent of holiday shoppers surveyed by Interactions stated they plan to get gifts both in-store and online, spending will be plentiful this season. The question for retailersโ€ฆ

Silence Costs You in Customer Service
December 3, 2015 at 11:36 am

A recent study by VitalSmarts found that silence is killing customer service. We asked subjects how often they witnesses a fellow employee underserving, or even abusing, a customer. Then we asked: What happens next? Does someone in your organization speak up and address the problem with that employee? I was thinking of this study asโ€ฆ

Online Failings Could Impact In-Store Holiday Sales
November 25, 2015 at 11:33 am

Traditionally, retailers have considered consumersโ€™ online experiences completely separate from in-store sales. However, new research indicates that customer service mistakes with online shoppers on Cyber Monday could lead to significant in-store sales losses during the 2015 holiday gift-buying season. In October, LoyaltyOne conducted a nationwide survey of more than 1,000 U.S. consumers. Nearly half (47โ€ฆ

Retailers Failing With Social Customer Service
November 16, 2015 at 10:00 am

Despite promises to eliminate long waits on hold and speed consumers to responsive associates, the use of social media to handle customer service issues remains stubbornly ineffective for most retailers. A study of 500 of the top U.S. retailers from customer engagement software provider Eptica found only 20 percent were able to answer questions sent viaโ€ฆ

JustFab is Reviewing Customer Service Practices as Complaints Pile Up
November 2, 2015 at 10:37 am

JustFab, the online fashion retailer accused of deceiving customers with monthly subscriptions that are difficult to cancel, says it's reviewing its tactics and customer service practices. As reported by BuzzFeed, more than a thousand customer complaints about JustFab have been submitted to the Better Business Bureau and the Federal Trade Commission. The company last year settledโ€ฆ

4 Simple Solutions for Sharpening Your CRM
October 23, 2015 at 10:09 am

Maybe itโ€™s a service call, a simple plan adjustment, or even that first Google search looking for a provider. No matter the reason or method, each and every customer encounter is crucial. However, if the bulk of a consumerโ€™s experience with a company is made up of a series of small interactions โ€“ e.g., aโ€ฆ

What Apple Store's Biggest Fan Taught Us About Customer Experience
October 19, 2015 at 11:07 am

Why did Gary Allen log thousands of miles to attend 140 Apple Store openings around the world and blog about them โ€ฆ without getting paid for it? That question prompted me to reach out to Allen when I began the research for my book on the Apple Store model, The Apple Experience. I was saddened toโ€ฆ

Love Your Customers and They'll Reward You With Sales
September 23, 2015 at 9:38 am

โ€œLoveโ€ may seem odd as a business concept. Love includes valuing someone as a person, trying to see things from their point of view, being considerate of their time, trying to make their life easier, working to understand and help them achieve their goals, among other things. Let's take for granted that you do allโ€ฆ