Fueling the fire: Motivating your staff over the next week

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Take a lesson from the 'age of rail' to keep your stores humming through this last week of holiday shopping.

FEATURES


How to ensure stellar customer engagement for 2015

Getting retail employees to engage with customers is tough. Here are four things you can do to help them succeed.

A customer service robot lands a retail job

Lowe's is experimenting with customer service robots. What could possibly go wrong?

Don't inadvertently uninspire your employees

Building up your store associates is critical, but so too is not tearing them down.

An amazing customer service idea: The $5 lifeboat

The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.

Should your stores have a lifetime return policy?

How Trader Joe's, Nordstrom and others benefit from offering this extremely generous policy.

Learning from an amazing sales experience

What makes a great retail salesperson? Sometimes it's what you'd least expect.

Respect your customer's time by resolving complaints quickly

Statistics show that the average adult in the United States spends 364 minutes on the phone every year waiting, and hoping, to talk to someone who can correct their bad experience.

A customer service lesson from Hy-Vee's social media team

You cannot stop your customers from talking about you on social media. Good or bad, they will tell the world of their experiences. Find a way to use it to your advantage.

Why you should solve customer problems, even when they're not your fault

Your store may not have created the problem, but it is still yours to solve.

Seven disruptive trends that will kill the 'dinosaurs of retail'

Retail evolution is speeding up, and it waits for no one.

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NEWS


Survey says: 9 out of 10 have been frustrated by self-service tech

Many customers report being frustrated by self-service technology; is human interaction still the key to getting customer service right?

Deliv expands same-day delivery service

By the end of the year, Deliv says it will offer its same-day delivery service in 30 malls across its eight markets.

Walmart enters the fray as holiday price war heats up

Walmart bracing for competition at least as bad as last year's holiday season, when heavy discounting depressed earnings across the retail industry.

Digital disruption, emerging technologies to drive retail revenue in 2015

Omnichannel personalization specialist predicts sweeping changes for retail in the coming year.

Swirl intros ad exchange for mobile marketing

Company's product enables leading retailers and brands to reach consumers with highly relevant content and offers delivered to their smartphones while they shop in participating retail locations nationwide.

Venuelabs launches free social listening tool for small businesses

AboutLocal lets small retailers listen to and engage with their customers in real time across hundreds of disparate online channels.

Retailers falling short of consumers' omnichannel expectations

A new study from OrderDynamics reveals that retailers are offering the wrong delivery and inventory services across channels.

NoshList adds new reservations feature for restaurants, retailers

NoshList has added reservations and scheduling features to its app, to help businesses further manage their daily wait lists. The Reservations feature has been added to the company's iPad, Android and web platforms. It can be used to make reservations...

Lucchese using gamification for employee training

Experticity, a platform for building and rewarding expertise in sales associates, has been chosen by footwear retailer Lucchese to elevate associates' expertise on the brand's rich history and craftsmanship. According to the companies, Experticity will create a gamified experience on...

Webinar to discuss workforce management

On June 12, Retail Customer Experience will present the free webinar, "Case Study: Control Labor Costs with Latest Cloud Technology." In this webinar, Norma Prisock, HR Director at Texas Book Company, will share how her organization has replaced manual and...

USAA, Amazon.com top annual customer service ratings by Temkin Group

Based on a study of 10,000 U.S consumers, USAA's banking business took the top spot in the 2014 Temkin Customer Service Ratings, which rates 233 companies across 19 industries. Amazon.com tied with USAA's insurance business for second place in the...

CXPA announces Customer Experience Innovation award winners

The Customer Experience Professionals Association (CXPA), an international non-profit organization created to guide and enhance the growing professional field of customer experience management, has announced the winners of its 2014 CX Innovation Awards: Akbank T.A.S., Cisco, National Car Rental, the...

CFI Group receives statistical modeling patent for customer satisfaction research

CFI Group, a customer satisfaction measurement and analytics firm, announced it has been awarded Patent No. 8,666,515.

NRF to host second virtual career fair

The National Retail Federation today announced it will host its second Virtual Career Fair, designed to connect students and young professionals seeking entry-level careers and internships with leading retailers. Recruiters from companies including Macy's, Nordstrom, Walgreens and Neiman Marcus will...

US consumers twice as likely to share a bad service experience than UK counterparts

New research from NewVoiceMedia reveals that U.S. consumers are twice as likely to share a bad customer service experience than those in the U.K., whereas Brits are more inclined to recommend a company following a positive interaction. Following an inadequate experience, about half (49 percent) of U.S.

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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.