Customer Service

The Week in Retail: Personalizing the Store Experience with Clienteling

The top challenge for store associates is identifying and engaging with the most valuable consumers. Most retailers collect basic customer contact information but fewer than 20% collect store shopping preferences such as size and color. Only 13% of retailers have access to a customer’s browsing history. The article explains how Clienteling is able to gather [...]

The Week in Retail: Omnichannel is More Than Just a Buzzword

66% of customers will spend more with a company that provides excellent service and 70% of consumers expect companies to provide self-service tools. According to Gardner, 85% of customer relationships will be completely digital by 2020. A great infographic on omnichannel customer service in action from Get Elastic. (Get Elastic) Another great article [...]

The Week in Retail: The Retail Tipping Point

Retailers are leveraging big data to help drive customers to their stores and websites. The main application of data and analytics in retail today is around mining historical data such as point-of-sale, online purchases, social sentiment such as “likes” and “pins” and other “post sale” activities. However, the true “tipping point” is found with those [...]

The Week in Retail: Two Overlooked Musts of Omni-Channel

Successful retailers know that they need to engage customers through “omni-channel” in order to survive and compete in today's retail market. The most profitable customers are people who shop both online and offline channels. So why aren't all retailers implementing omni-channel strategies? According to Jason Goldberg of Razorfish, many retailers don't have the two essential ingredients in place. The [...]

The Week in Retail: How to Differentiate your Brand from the Rest of the Pack

If you don’t already provide social customer service, it may be time to reconsider. According to this statistic, 47% of all social media users have engaged a brand via social media with a question or complaint and 90% are more likely to purchase from a brand after seeing the brand respond well to customer feedback. [...]