Customer service in the online marketplace: How retailers can cater to shoppers


Good customer service can be the greatest sales asset a retailer can have, encouraging loyalty and word-of-mouth recommendations. But bad customer service cannot only foster a particular sale lost in an instant, but long-term irreparable damage to the brand.


Live webinar: How millennials disrupt shopping and the new world of connected shopping

Retail Customer Experience is hosting a free one-hour webinar focusing on the shifting marketing, merchandising and brand strategies in the quest to attract the millennial consumer

Video: Why, how data drives Dickey's BBQ

Dickey's BBQ CEO Roland Dickey Jr., discusses his three-prong approach to the guest experience and the chain's use of technology.

Keeping customers happy with loyalty kiosks

We've all heard the many sayings about the importance of satisfying customers by providing optimal customer service. One key way to keep customers satisfied is to offer a loyalty program.

Tips, advice on preparing the brand for unit expansion

Brand unit and location growth requires capital and resources, but there are some other critical aspects as well, according to several successful franchise and restaurant leaders.

ICX Symposium: The future is here (it's just unevenly distributed)

There is a tidal wave of disruption happening across every industry with the intersection of technology innovation and fast-changing customer expectations, and today's business has to respond quick and fast to avoid being drowned out of business.

FCES15: The changing course of consumer behavior

Consumers of all kinds have a nearly endless array of options from which to choose, whether they're purchasing furniture, cars, housewares, or any good or service. The same holds true for where they spend their money when dining out.

FCES15: How beverages factor into the restaurant customer connection

Beverages are an important aspect of the consumer dining experience. Being on trend is key to success, say experts.

ICX Symposium: Buying into retail's emotional economy

The ICX Symposium in Atlanta later this month will feature a session featuring two executives from MaxMedia addressing retail's emotional economy. ICX Association Executive Director Scott Slucher interviewed the duo about the emotional truths of customer engagement.

ICX Symposium: Chick-fil-A, Fiserv, execs set to talk future of CX

The ICX Symposium in Atlanta later this month will feature a keynote address from three friends, executives at major brands, talking about the future of customer experience. ICX Association head Scott Slucher interviewed the trio about what to expect.

Jet jettisons membership fee citing bigger than expected sales drops membership fee just as initial free three-month subscription time frame comes to a close.

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Lululemon takes a community, concierge approach to lure in shoppers

Lululemon Athletica is aiming to lure in shoppers, and keep them browsing longer in its retail space and taking a few new approaches to making that happen.

Dunkin' Donuts testing on-the-go ordering, delivery service

Dunkin' Donuts is testing mobile ordering in Portland, Maine, and delivery service in Dallas.

Amazon Prime delivering food from LA restaurants

LA-based restaurants either have a new partner or new competitor now that has expanded Prime Now, the company's one-hour delivery service, to include delivery from local restaurants.

Amazon expands retail sales landscape for Echo device

Amazon pushes Alexa and Echo onto brick-and-mortar retail shelves.

J.C. Penney opts to open earlier on turkey day this year

J.C. Penney is hoping Thanksgiving Day shoppers will want an earlier jump time than 5 p.m. and is opening its doors to accommodate those consumers eager to find a bargain.

Consumers more comfortable buying, using digital gift cards

The Retail Gift Card Association found that methods of purchase and redemption are rapidly shifting to a mix of both physical and digital.

Macy's, Target opening late Thanksgiving Day

Retailers are taking various stances in regards to opening stores, online and offline, on Thanksgiving.

Restaurants to honor veterans, active-duty military on Veterans Day

Restaurant chains across the United States will honor the nation's veterans and active-duty military personnel Wednesday (Veterans Day) with a variety of discounts and free giveaways.

Walgreens first to integrate rewards into Apple Pay

Walgreens has more than 85 million active Balance Rewards members.

Target aims to revamp food supply chain strategy, store closures loom as well

Target, facing pressures from online and brick-and-mortar competitors, is shuttering over a dozen failing stores and aims to revamp its food-supply chain strategy.

Lowe’s going virtual with in-store consumer design, preps 3D printer for space station

Retail home improvement player Lowe’s is going virtual with a consumer-facing design service and also plans to be the first retailer to push product into space.

Watch out Amazon: Wal-Mart prepping drone delivery service, seeking fed's approval

Amazon's drone service will have a big competitor as Wal-Mart is seeking federal approval for such delivery approach as well.

Sears launches service melding online shopping with in-store expertise

Online consumers seeking home appliance insight can now easily connect with knowledgeable associates with in-store appointment service.

Amazon expands free Prime same-day delivery into Chicago, Orlando

Amazon will now be serving up free same-day delivery into more than 750 cities and towns.

Punchh, CiCi's Pizza partner to develop loyalty app

Punchh, a brand-centric mobile customer engagement platform for restaurants, is teaming up with CiCi’s Pizza to build a loyalty app.

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Nothing is more memorable than good customer service – except, perhaps for poor customer service. Learn how to motivate and empower your staff to make your customers feel every bit as important as they are.