Tag Archives: customer service

Engineering a Great Retail Customer Experience

In 2017, we have presented several posts on the retail experience. The topic is that important! Here are some of these posts: Omnichannel and Great Customer Experiences How Good Is the Customer Experience YOU Offer? Informative Infographic on the Customer Shopping Experience 2017 … Continue reading

Posted in Part 1: Overview/Planning, 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 , , , | Leave a comment

UPS to Aid Retailers in Return Process

Many firms not named Amazon are looking for a way to greatly improve the customer return process. Now, UPS comes to the rescue. As Andria Cheng reports for eMarketer: “In retailers’ fight against Amazon, it looks like there is a new … Continue reading

Posted in Online Retailing, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Technology in Retailing | Tagged , , , , , | Leave a comment

Omnichannel and Great Customer Experiences

There are vital customer service benefits for retailers to move from multichannel to omnichannel strategies. Here is a very good example involving Staples. As reported by Dave Sutton for TopRight Consulting: “When Faisal Masud joined Staples as Chief Digital Officer … Continue reading

Posted in Online Retailing, Part 1: Overview/Planning, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 7: Communicating with the Customer | Tagged , , , , | 1 Comment

How Zappos Stays Ahead

Zappos, a subsidiary owned by Amazon, clearly has a unique corporate culture that has helped it to grow in popularity. Today, this online retailer offers shoes, apparel, accessories, and other consumer lifestyle products. Here are some corporate culture examples that … Continue reading

Posted in Online Retailing, Part 5: Managing a Retail Business, Part 7: Communicating with the Customer | Tagged , , , | Leave a comment

Offering a True Fit for Gift Shoppers

Consumers spend a lot of time (and money) shopping for others. Sometimes they enter the right information and sometimes they don’t. That’s why the gift receipt was invented for refunds. 🙂 Now, True Fit has devised a new app (“Shop … Continue reading

Posted in Online Retailing, Part 3: Targeting Customers and Gathering Information, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , | Leave a comment

Engaging in Intelligent Engagement

Despite the many recent advances in enhanced retail customer service technology, many retailers are always looking for better ways to engage their customers and gain more customer loyalty. The latest technology is known as intelligent engagement. Bold360 is an example … Continue reading

Posted in Part 3: Targeting Customers and Gathering Information, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer, Video Clips (non-career) | Tagged , , , , | Leave a comment

How Shoppers Use the Return Option for Online Purchases

Navar recently surveyed almost 700 U.S. consumers who returned at least one online purchase over the preceding 12 months to better understand people’s reasoning with regard to returns when shopping online. Here are some of the key findings: “The Bedroom is … Continue reading

Posted in Online Retailing, Part 1: Overview/Planning, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 6: Merchandise Management and Pricing | Tagged , , , | Leave a comment