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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 …
 | This article was written by retail educator Dr. Chris Petersen, who will be leading a session at this year's Retail Customer Experience Executive Summit. You can get up-close access to Chris and all of our educators in this intense day-and-a-half … |
| A recent post on guardian.co.uk lists five retail technology trends that "just might help you create a standout customer experience." A condensed version of the list is as follows: Brand journalism: This should be an ongoing commitment for retailers … | |
| Target is now offering a new online service that it hopes will lure offline customers, according to an article on nydailynews.com. Yesterday, the retailer launched Cartwheel, a platform that offers customers access to deals and discounts via … | |
 | A few years ago, the role of community manager as we know it today didn't exist. Social media was in its infancy, and as brands joined in they started to see the real value in having 24/7 access to their prospects, customers and partners. This new … |
 | By Beverly Macy Retail is changing. Some companies are getting it right (H&M, Tory Burch). Some are colossal failures (JCPenney). One thing is clear: today's digital consumer is expecting their favorite retailers and brands to know how to … |
 | 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 … |
 | By Bob Lord and Ray Velez Authors of "CONVERGE: Transforming Business at the Intersection of Marketing and Technology" Thanks to technological change, many tried-and-true practices that arise from the Four P's of marketing — product, price … |
 | When you think about electronic security, what comes to mind? Do you consider how vulnerable your customer credit cards are, or how easily someone can break into your on-line bank account? These are the most profitable avenues of attack that thieves … |
| David Wilkins, president and CEO of the visual communications software provider X2O Media, will present at this year's Payment Landscape conference in Las Vegas. Wilkins will talk about "Innovation in Cross-Channel Technology Beyond Payment," the … | |
| AOPEN, an electronics manufacturer and digital signage solutions provider, recently joined with Microsoft Windows to showcase new digital communications solutions through a "virtual store." The collaboration came March 27 and 28 during Retail Event … | |
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Keeping Service Customers Satisfied in a Social Mobile World
This paper looks at service scenarios from the customer continuum where satisfaction research has resulted in meaningful improvements to customer experience. Service delivery bears closer scrutiny in …Type: White PaperSponsored by: Frank Mayer and Associates, Inc. -
Retail Social Media Top 10
Which U.S. retailers have been most successful in building up their followings on major social networking sites? The results might surprise you.Type: InfographicSponsored by: RetailCustomerExperience.com -
Social Retailing: How Technology Is Changing the World of Marketing and Branding
Social media is reshaping the way people communicate, and retailers need to be a part of the conversation.Type: White PaperSponsored by: Nanonation -
Integrating Social Media into Customer Service
Although there are more ways than ever before to engage with customers, keeping track of all of those conversations and providing a consistent message can pose a challenge.Type: White PaperSource: RetailCustomerExperience.com -
