Doing CX Right

FEBRUARY 14, 2024

Explore AI's transformative power to elevate retail customer customer service. Learn how to effectively use AI and customer insights to design impactful experiences with Stacy Sherman and featured guest, Alex Genov from Zappos.

Retail 106

Retail AI Customer Service CX 106

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. I am not a millionaire.

Social Media 167

Social Media Customer Service Education Retail 167

Inside Customer Service

APRIL 22, 2021

Customer service managers write a lot of procedures. Customer experience becomes inconsistent. Service quality erodes. Here's a five step process for writing customer service procedures your employees will love. Associates at one retailer struggled to follow procedures for building product displays.

Mystery Shopper 176

Mystery Shopper Customer Service Government Retail 176

Aquire

NOVEMBER 18, 2021

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. 65 retail customer experience statistics. What is good retail customer service?

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Fonolo

OCTOBER 22, 2020

With the holiday season around the corner, retailers are feeling the pressure as they navigate one of the most demanding periods in a post-COVID world. . Following suit, Salesforce predicts that “up to 30% of global retail sales will be made through digital channels this upcoming holiday season.” But it’s not over yet. Morning Consult.

Retail 133

Retail E-commerce Social Media Finance 133

Uniphore

DECEMBER 7, 2021

According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, Customers may still flock to big online retailers and avoid brick-and-mortar establishments. customer service to adapt. Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. But I digress.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

Inside Customer Service

SEPTEMBER 2, 2021

This is an important question for a retailer with thousands of stores. Managers weren't allowed to deviate from the staffing plan, so they pulled employees away from other tasks like helping customers. The retailer was plagued by many examples like this, where misleading data led to poor decisions. It eventually went bankrupt.

Customer Service 144

Customer Service Retail Sales Start-ups 144

eglobalis

FEBRUARY 3, 2025

This model processes multiple data types, including text, code, and images, to deliver customized services such as coding assistance for developers and document summarization for corporate users. For example, a global logistics company using Salesforce reduced its customer service response time by 40% through AI-powered chatbots.

B2B 304

B2B AI Predictive Analytics Sentiment Analysis 304

Taylor Reach Group

JUNE 23, 2021

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. Even though the retailer is very well-established, this is a new brand and a new system,” says Colin Taylor, CEO and Chief Chaos Officer at TRG. “In

E-commerce 120

E-commerce Sports Retail Contact Center 120

Callminer

MAY 11, 2020

To learn more about how customer service and customer experience managers can best handle disgruntled employees, we reached out to a panel of management professionals and asked them to answer this question: “What’s the best way for customer service / experience managers to handle a disgruntled employee?”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Start-ups 273

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Shep Hyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Inside Customer Service

APRIL 14, 2022

It's hard to build customer service skills when you can't practice. Whatever the situation, you want to practice the essential customer service skills that will help you succeed in your new job. Fortunately, there's a way to do it, even if you aren’t currently serving customers.

Customer Service 130

Customer Service Retail Start-ups 130

Customer Think

APRIL 21, 2023

Introduction Though the pandemic is over, the retail industry is still contending with serious challenges when it comes to demand. Now more than ever, customer service can make or break consumers’ purchases.

Retail 111

Retail Finance Customer Service Technology 111

Shep Hyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Inside Customer Service

DECEMBER 30, 2021

The big question is why do customer service employees routinely do this? What's the impact of giving customers bad information? The salesperson confidently told a customer, "If anything happens, even if it just gets a scratch, the company will replace it, free of charge." Why are there so many lines?

Customer Service 144

Customer Service Sales Start-ups Retail 144

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

The Customer Service Blog

SEPTEMBER 8, 2023

A major part of M&S’s return to the FTSE 100 last week (along with a share price rise of over 70%) can be credited to the retailer’s significant investments in customer service. That’s what matters, and if we do right by our customers, we’ll do right by our shareholders.” But it’s not easy. Why is this important?

Customer Service 95

Customer Service Retail Customer Satisfaction Sales 95

Shep Hyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Here are my top five picks from last week.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

Zendesk

NOVEMBER 28, 2022

After the chaos and uncertainty of the past few years, with supply chain woes, staffing shortages, and inflationary pressures, there is some good news for the retail industry. The National Retail Federation (NRF) predicts that holiday sales will be healthy this year. What’s more, many of those sales will come from ecommerce.

Retail 98

Retail CX Social Media Sales 98

Inside Customer Service

FEBRUARY 10, 2022

The biggest issue was a lack of internal customer service. Poor internal customer service frustrates many employees like my friend. Poor internal customer service frustrates many employees like my friend. This post will answer three critical questions: What is internal customer service?

Customer Service 130

Customer Service Contact Center Retail Sales 130

Zendesk

APRIL 3, 2023

The world of retail is in a time of change. It’s no longer enough to simply offer a great product—your customers demand much more. In the flooded market with almost endless options, many retailers are competing on the quality of their service. This is where retail customer engagement plays a vital role.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Logicalware

NOVEMBER 29, 2021

customer enquiries.?We Maat, JYSK’s Netherlands Customer Service Manager, to find out how?the?new?set-up?has deliver its voice customer service.?This all customer service?staff?to with all customer data and insights in one place.?“It service across?voice, vision is to be customers’?first

Customer Service 98

Customer Service Retail Social Media Omnichannel 98

Myra Golden Media

APRIL 23, 2020

If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport.

Customer Service 121

Customer Service Retail Start-ups Sales 121

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. Ultimately, success in retail customer service is all about interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills. The right people are.”

Customer Service 103

Customer Service Retail Education Sales 103

Shep Hyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 112

Customer Service Retail Customer Experience 112

Inside Customer Service

MAY 6, 2021

Another study asked 1,063 consumers about online retail experiences. 43 percent couldn't find necessary information 43 percent had difficulty navigating 36 percent received error messages You might assume its older customers who experiences these issues. Only 26 percent contacted customer service.

Retail 212

Retail Customer Experience Customer Service 212

Inside Customer Service

DECEMBER 2, 2021

Their job is to get the word out about a company's products and services. You might find them in sales, marketing, customer service, operations, or even finance. 1 Hire customers One of the easiest approaches is to hire people who already love your product. Do you have customers who are passionate brand evangelists?

Retail 257

Retail Social Media Finance Sales 257

Zonka Feedback

JULY 12, 2022

Disengaged employees are bad for any business, especially retail, where customer service and customer experience are crucial for success. The biggest reason for this is that disengaged employees are typically unproductive employees.

Retail 98

Retail Customer Service Customer Experience 98

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

CX 458

CX Innovation Manufacturing Technology 458

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. In This Article: What is Customer Experience and Why Is it Important? Let’s get started.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Customer Think

DECEMBER 1, 2022

” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received. “Your call / email / chat is important to us, but we are experiencing unusual volume at this time.”

Customer Service 122

Customer Service Retail 122

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Customer Service 113

Customer Service Artificial Intelligence AI Omnichannel 113

Customer Think

MAY 28, 2024

In today’s globalized and digital-first marketplace, customer expectations have soared to unprecedented heights. Retailers are no longer competing merely on price and product quality but increasingly on the quality and responsiveness of their customer care.

Omnichannel 75

Omnichannel Retail Customer Service Customer Expectations 75

Customer Think

NOVEMBER 24, 2022

One thing is for sure: customer service cannot take a backseat. During periods of disruption, new customers can be few and far between, so retailers […]. The threat of a recession is looming, and layoffs and hiring freezes are already impacting many organizations.

Customer Service 98

Customer Service Retail 98