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How to build an expert customer service problem resolution approach
An expert approach to customer service requires a well-defined process for problem resolution. Let's look at how to start setting up such a process. 1. Start by actively "harvesting" complaints. Yes …
| Two years after conquering Jeopardy, IBM's Watson is setting its sights on customer engagement. IBM today unveiled its IBM Watson Engagement Advisor, a cognitive computing assistant that learns, adapts and understands a company's data, empowering … | |
 | We achieve what we believe. Sometimes that serves us well, and sometimes that holds us back. Here are some of the myths that create barriers to success in stores and other customer-focused businesses. Myth #1 - I can't make sales goal on slow days … |
 | This article was written by retail educator and author Micah Solomon, who will be leading a session at this year's Retail Customer Experience Executive Summit. You can get up-close access to Micah and all of our educators in this intense day-and-a … |
 | LOUISVILLE, Ky. — Lou Carbone, the man who coined the term "customer experience" and is hailed as the father of the experience movement, will deliver a keynote address at this year's Retail Customer Experience Executive Summit. Carbone's 1994 … |
 | The supermarket industry is notoriously frugal. Rarely is an article written in the mainstream media that doesn't mention the razor-thin margins retailers operate under, and for the most part Wall Street gives the industry high marks for cutting … |
 | In my last blog, we discussed a major difference between e-commerce and retail stores. Online retail is very effective and efficient IF you know WHAT you want and need. A tremendous advantage of retail stores is the associate, who both can ask "How … |
 | Eric Spitznagel, in his SFGate article Memorable marketing flip-flops, highlights the errors of some well-known, well-respected brands. Should we chalk up these mistakes to the fact that we're all human and, by definition, imperfect? Or are there … |
 | By Doug Stephens Earlier this year while at the National Retail Federation conference in New York, I listened to Walmart U.S. President Bill Simon talk at length about how retail was still a great career for young people to embark on. He reflected … |
| Much has been written and continues to be written about the battle between online e-commerce and retail stores. If it is only about lowest price, game over. Online wins IF you, the consumer, already know what you want. Online retailers are really … |
| "How should I compensate a customer for a service or product failure?" This is one of the most common, popular, and emotionally fraught questions I encounter. The answer is: It depends. And that variability, in fact, is what's most important … |
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Workforce Management Derailed
Discover the 'disconnect' in using multiple solutions to hire, train, schedule and engage your hourly workforce; why three out of five U.S. orgs can't optimize their business because of it; and how …Type: PresentationSponsored by: PeopleMatter -
Case Study: Scotty's Brewhouse
Download to see how the PeopleMatter Platform helped Scotty's Brewhouse: -Improve compliance and efficiency, -Increase candidate quality with assessments, -Automate processes to fit its tech-savvy …Type: Case StudySponsored by: PeopleMatter -
How Can You Reduce Your Labor Costs Without Sacrificing Quality Service?
Kronos for Retail helps you improve the cost and efficiencies of your frontline hiring process — allowing you to recruit, select, hire, and retain the best employees. Our employee selection …Type: White PaperSponsored by: Kronos Incorporated -
Stand Off at the Turnover Corral: The Latest Look at Turnover in the Wild, Wild Service Industry
Stave off all scamps and scalawags from your service-industry business. Our infographic arms you with the trends, tips and technologies you need to duel-down turnover, including how to: Increase …Type: InfographicSponsored by: PeopleMatter -
The Empowered Employee: How Technology Is Changing Customer Engagement
New tools are helping to shorten training and make customer service better than ever.Type: White PaperSponsored by: Nanonation
