Author Archives: bermanevansretail

A 2014 Customer Service Hall of Fame Survey

Posted on August 1, 2014 by bermanevansretail

As we have reported before (see 1, 2), in this highly competitive marketplace, superior customer service is often the key to business success. Thus, customer service rankings are quite important as external validation of how well companies are doing in this … Continue reading →

Posted in Part 1: Overview/Planning, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information | Tagged , , , , , , , , , , | 2 Comments

Amazon.com: The King of Retail Data Analytics

Posted on July 31, 2014 by bermanevansretail

Although most retailers have dramatically ramped up their data analytics efforts, Amazon.com still leads the pack. This is one of the retailer’s biggest competitive advantages. As Anna Papachristos writes for 1to1 media: “When it comes to the retail industry, customer data … Continue reading →

Posted in Part 1: Overview/Planning, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Technology in Retailing | Tagged , , , , , , | 3 Comments

How Should You Respond to Negative Social Media Comments?

Posted on July 30, 2014 by bermanevansretail

One of the main social media challenges for all companies is how to respond to negative comments. It is imperative that negative comments be tracked and understood. In general, there are three options for dealing with negative social media comments: … Continue reading →

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer, Social Media and Retailing | Tagged , , , , , | 2 Comments