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The ROI Case for Omnichannel Support
June 20, 2018 at 10:10 am

As companies increasingly look to provide a better experience for customers, offering support across multiple channels is becoming more popular than ever. According to the Aberdeen Group, companies doubled the number of channels they use to interact with customers between 2012 and 2017. But there’s a difference between providing support on a few channels and delivering a truly integrated omnichannel solution. Using the Zendesk Benchmark, our crowd-sourced index of customer service interactions from 45,000 participating organizations across 140 countries, we examined why companies are going omnichannel and what sets the companies using Zendesk for omnichannel support apart from everyone else.

The How-To Guide to Omnichannel Support
June 20, 2018 at 9:51 am

Even if companies understand that an omnichannel approach performs better in terms of operational metrics and meeting customer expectations, there’s still the question of how to do it. How should companies go about adopting an omnichannel support solution? With data from the Zendesk Benchmark, our index of product usage data from 45,000 Zendesk customers, we put together findings on best practices when it comes to launching new channels, integrating existing channels, and teaming up with the right technology partners.

Total Retail’s 2018 Salary Benchmark Report
June 19, 2018 at 6:41 pm

Knowledge is power, especially when it comes to negotiating your next salary, whether that's with your current employer or on the open market. Total Retail’s 2018 Salary Benchmark Report provides retail executives and upper management with the data necessary to ensure they’re maximizing their earning potential. If any (or all) of these scenarios apply to you, then Total Retail's 2018 Salary Benchmark Report is the resource you need:

Retail Benchmarks 2018: How Does Your Business Compare?
June 19, 2018 at 4:33 pm

Ever wondered how much retailers in your industry earn in a month and what their profit margins are? Curious about how many transactions similar stores process? This report looks at the performance of 13,000+ retailers to uncover insights into their revenues, transaction values, margins, and customers.

Marketplace Marketing Boosting Retail Sales
June 19, 2018 at 2:43 pm

The possibility of selling products in one or several online marketplaces has opened the door for brands to get further visibility and new customers. Although each marketplace has more or less the same rules of acceptance, selling on EBay or Amazon can quickly see sales rise exponentially in an omni-channel retail strategy. Here we look at types.

Take Customer Purchase Journeys to the Strategic Level
June 19, 2018 at 2:29 pm

In the last decade, the interval between a consumer’s first glimmer of interest in a product or service and their eventual decision to buy has gained wide recognition as a “customer purchase journey,” a concept that has become well-established in marketing. The reason: It has proven useful in driving marketing tactics across channels – for…

Google to Invest $550M in China E-Commerce Giant JD.com
June 19, 2018 at 12:14 pm

Google will invest $550 million in Chinese e-commerce powerhouse JD.com, part of the U.S. internet company’s efforts to expand its presence in fast-growing Asian markets and battle rivals including Amazon.com. The two companies described the investment as one piece of a broader partnership that will include the promotion of JD.com products on Google’s shopping service. This…

Make Online Shopping More Human to Cure Choice Overload
June 19, 2018 at 11:01 am

For a long time, common business perception was that customers demanded having more choices. However, a new study surveying consumers in the U.S., U.K. and Germany shows that expectations of consumers are more nuanced. Consumers do want more choices, but they don’t want to be overwhelmed by them. More is less. Choice overload, customer confusion and…

How to Turn Shipping Into a Competitive Advantage
June 19, 2018 at 10:52 am

Every day we hear about the new solutions and tools Amazon.com is developing to create a better customer experience (CX). With its innovative shipping systems, like Fulfillment by Amazon Onsite and Amazon Prime, the company has made fast, inexpensive shipping the key to attracting new customers and staying ahead of fast-growing customer demand. While many…

Email Sender Reputation: Decoded
June 19, 2018 at 10:47 am

As Benjamin Franklin once said, “It takes many good deeds to build a good reputation, and only one bad one to lose it.” What exactly does reputation have to do with email? Sender reputation is a combination of factors that contribute to your status with mailbox providers as a good or undesirable sender. It’s a…

The Inbound Omnichannel Dilemma
June 19, 2018 at 10:31 am

So many of the omnichannel discussions today are focused on outbound lead generation and making sure your brand is reaching potential customers with streamlined, consistent and relevant messaging on whichever channel they are using. But what about managing inbound inquiries in an omnichannel environment? Do your customer care centers know who is calling them, sending…

Do Your Prospects and Customers Suffer from an Identity Crisis?
June 19, 2018 at 10:30 am

Customers drive the growth of your company — they are the lifeblood that keeps your business moving forward — they also have an identity crisis. Quite simply, most of the time YOU DON’T KNOW WHO THEY ARE. The identity of these incoming prospects is defined by the data they give you — often just a…

6 Ways Consumer Identity Management Drives Marketing Success
June 19, 2018 at 10:28 am

In order for retailers to achieve the one-to-one moment marketing that today’s consumers demand — i.e., giving them what they want, when they want it, where they want it — they must first possess complete, current and accurate customer identity data.  Consumer Identity Management is the foundation upon which all qualification and personalization efforts are…

4 Steps to Successful Automated Customer Service
June 18, 2018 at 2:30 pm

At a time when it’s routine for millions of consumers to ask digital assistants (e.g., Amazon’s Alexa or Apple’s Siri) to tell them a good joke or ask if they need an umbrella, it’s surprising most businesses are still in the early stages of implementing intelligent automation technologies for customer communication. Even fewer have made…

Vintage Capital to Buy Rent-A-Center for $1.37 Billion
June 18, 2018 at 2:26 pm

Rent-A-Center, a company that rents out furniture and electronics and also allows customers the ability to own the products through a lease program, said today that it will be acquired by an affiliate of buyout firm Vintage Capital Management in a deal valued at $1.37 billion, including debt. The affiliate, Vintage Rodeo Parent, will buy the company…

Uncover 5 Emerging Trends in eCommerce Fraud
June 18, 2018 at 12:17 pm

eCommerce contributed nearly 42% of U.S. retail sales growth in 2016. While that’s good news for retailers, what’s not is the resulting surge in online fraud. Download the Radial Fraud Index Report and Infographic identifying five major fraud trends impacting your bottom line and insights to outsmart fraudsters.

‘Think Inside the Box’ … and 3 Other Ways to Improve Customers’ Brand Experience
June 17, 2018 at 9:02 pm

Brand experience can make or break a business, but most companies are too focused on other priorities — e.g., financial planning, partnerships and expansion — to get to the root of whether their brand experience is really a positive one for its customers. A survey from global consulting firm Bain & Company shows that 80 percent…

Report: Microsoft Working on Technology to Eliminate Cashiers, Checkout Lines in Stores
June 15, 2018 at 11:34 am

Microsoft is reportedly working on technology that would eliminate cashiers and checkout lines from stores, six people familiar with the matter told Reuters this week. More specifically, the software giant is developing a system that tracks what shoppers add to their carts. Reportedly, Microsoft has shown sample technology to several global retailers and has had talks…

Father's Day Spending Trends to Be Aware Of
June 15, 2018 at 10:58 am

In this week's episode of Retail Right Now, Total Retail's Caitlin Sullivan and Joe Keenan discuss consumer spending for Father's Day. Topics addressed in this video include the product categories forecast to see the biggest boost in sales from Father's Day, the important role gift cards will play, consumers increasing preference for purchasing experiences rather…