Tag Archives: customer service

A Video Interview with Devin Wenig, President of eBay Marketplaces

Posted on August 10, 2014 by bermanevansretail

McKinsey’s Simon London recently sat down for an extended interview with Devin Wenig, President of eBay Marketplaces. In the interview, Wenig discussed the effects of digitization on traditional retailers, the status of bricks-and-mortar stores, the evolving shopping experience, and the use … 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 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer, Part 8: Putting It All Together, Retail Executive Interviews, Social Media and Retailing, Video Clips (non-career) | Tagged , , , , , , , , , , , , | 1 Comment

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

Fast Food with “Integrity”: A Slideshow

Posted on July 29, 2014 by bermanevansretail

As McDonald’s and other traditional fast-food chains have seen slowing growth in sales, a new generation of fast-food restaurants is gaining popularity. Consider these observations from Julia Moskin, writing for the New York Times: “The numbers were startling: Shares of … 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, Part 8: Putting It All Together | Tagged , , , , , , , , , , , , , , , , , | 1 Comment