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Tag Archives: complaints
How Shoppers React to Bad Social Media Comments
What happens when consumers complain on social media? According to eMarketer: “Data from social media analytics and monitoring service Sprout Social revealed that many US internet users believe social media has given them more of a voice to expose unfair … Continue reading
Abusive Behavior by Customers: The Downside of a Liberal Return Policy
We know that shoppers have high expectations with regard to company return policies. They want the returns to be easy and convenient, the terms of the returns to be liberal, and refunds/exchanges to be quick. Return policies often come up … Continue reading
Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer
Tagged abusive, bad behavior, CBS MoneyWatch, complaints, customer expectations, customer service, ethics, merchandising, promotion, REI, return policy, trust
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Learning from Customer Complaints
Watch this video clip from serial entrepreneur Gary Vaynerchuk about turning customer complaints into opportunities.
Posted in Online Retailing, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 7: Communicating with the Customer, Video Clips (non-career)
Tagged bad behavior, competition, complaints, customer expectations, customer loyalty, customer service, Gary Vaynerchuk, information, multichannel, online shopping, retail analytics, shoppers, tips, video
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