Customer Service News & Media
Don't inadvertently uninspire your employees
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Building up your store associates is critical, but so too is not tearing them down.
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Survey says: 9 out of 10 have been frustrated by self-service tech
November 13, 2014
Many customers report being frustrated by self-service technology; is human interaction still the key to getting customer service right?
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An amazing customer service idea: The $5 lifeboat
by Shep Hyken — CAO, Shepard Presentations
The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.
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Should your stores have a lifetime return policy?
by Nandini Jammi — Chief Storyteller, Kayako
How Trader Joe's, Nordstrom and others benefit from offering this extremely generous policy.
read nowDeliv expands same-day delivery service
November 3, 2014
By the end of the year, Deliv says it will offer its same-day delivery service in 30 malls across its eight markets.
read nowWalmart enters the fray as holiday price war heats up
October 31, 2014
Walmart bracing for competition at least as bad as last year's holiday season, when heavy discounting depressed earnings across the retail industry.
read nowDigital disruption, emerging technologies to drive retail revenue in 2015
October 30, 2014
Omnichannel personalization specialist predicts sweeping changes for retail in the coming year.
read nowSwirl intros ad exchange for mobile marketing
October 27, 2014
Company's product enables leading retailers and brands to reach consumers with highly relevant content and offers delivered to their smartphones while they…
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Learning from an amazing sales experience
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
What makes a great retail salesperson? Sometimes it's what you'd least expect.
read nowVenuelabs launches free social listening tool for small businesses
October 22, 2014
AboutLocal lets small retailers listen to and engage with their customers in real time across hundreds of disparate online channels.
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Respect your customer's time by resolving complaints quickly
by Shep Hyken — CAO, Shepard Presentations
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…
read nowRetailers falling short of consumers' omnichannel expectations
October 13, 2014
A new study from OrderDynamics reveals that retailers are offering the wrong delivery and inventory services across channels.
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A customer service lesson from Hy-Vee's social media team
by Shep Hyken — CAO, Shepard Presentations
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…
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Why you should solve customer problems, even when they're not your fault
by Shep Hyken — CAO, Shepard Presentations
Your store may not have created the problem, but it is still yours to solve.
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Seven disruptive trends that will kill the 'dinosaurs of retail'
by Chris Petersen — Owner, IMS
Retail evolution is speeding up, and it waits for no one.
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The real secrets to creating a memorable customer experience
by Kristen Gramigna — Chief Marketing Officer, BluePay
Research points to a strong return on investment for creating positive and memorable customer experiences.
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The four different types of specialty retail associates
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
How your employees can gawk, stalk, talk or rock the retail sales experience.
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Customer service is simple, but it is not always easy
by Shep Hyken — CAO, Shepard Presentations
The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.
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Maslow's hierarchy of needs and the psychology of loyalty programs
by Bryan Pearson — President, LoyaltyOne
Psychology 101 meets loyalty marketing.
read nowNoshList adds new reservations feature for restaurants, retailers
July 31, 2014
NoshList has added reservations and scheduling features to its app, to help businesses further manage their daily wait lists.
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