Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.
'No buying decision is final until the try-on is complete!' says fitting room expert and Alert Tech CEO Marge Laney, who's on a one-woman mission to improve fitting rooms in retail apparel stores, in this excerpt from her new book, 'Fit Happens: Analog Buying in a Digital World.'
Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the company but also makes the customer feel like part of the team.
There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.
What did your employees personally focus on yesterday to accelerate sales growth? Does each employee know what his or her next level of performance is?
Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.
If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.
The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.
From gamification to law-enforcement simulations, technology is improving the ways retailers can get new associates up to speed.
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Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.
The Careers in Retail Initiative was made possible by a $3 million grant from the Walmart Foundation for a period of two years.
IBM has announced its collaboration with global cosmetics manufacturer Shiseido Co. Ltd. to provide its nearly 10,000 Beauty Consultants in Japan with mobile apps designed to provide new customer services, customer-centric product improvements and social innovations.
Homeland Security isn't just targeting big businesses anymore. Small to mid-size companies are under an increasingly watchful eye.
The most significant shifts for retailers in the 2014 holiday season can be found in omnichannel, which is changing the landscape for companies and impacting their holiday staffing strategies.
46 percent of shoppers who have unsatisfactory retail experiences do not let the retailer know and almost a quarter of these opt to shop at a competitor when they are unsatisfied with the cleanliness of the store, store associates, or the checkout process.
For the past month, Target has had something of a PR nightmare on its hands in Texas, where the group Open Carry Texas has been meeting up and strolling the parking lots and aisles with rifles draped over their shoulders. It is legal in Texas to openly carry rifles in public, but not handguns.
In the webinar, Norma Prisock, HR director at Texas Book Company, discusses her company's transition from paper-based timecards and payroll forms to an all-electronic system.
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...
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...
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...
The National Retail Federation issued the statements below from President and CEO Matthew Shay and Chief Economist Jack Kleinhenz in response to the April jobs report released today. NRF calculated that retail employment increased 28,000 in April from March and 241,000 year-over-year.
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...
New research from NewVoiceMedia reveals that U.K. consumers are less tolerant to poor customer service than those in the U.S..
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Lowe's announced today it plans to hire approximately 25,000 seasonal employees at its stores in the United States during spring, the busiest time of year in the home improvement industry. Seasonal jobs available are focused on customer support and will...