Customer Service News & Media
Is it time to draw a line in the sand for your underperformers?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
The first time there is an issue with a retail employee, it needs to be addressed. If it happens again, you have a problem with the employee. If it continues…
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C-store chain Thorntons targeting 1M loyalty members by end of Q1
January 26, 2015
Chain's Paytronix-powered Refreshing Rewards program should hit 1 million registered customers in first seven months.
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Customer service strategy: To serve and protect
by Shep Hyken — CAO, Shepard Presentations
If you strive to "serve and protect" customers by selling them what they truly need, you will earn their trust and confidence. And over time, that translates…
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Retail customer engagement comes into focus at NRF Big Show
by Will Hernandez — Editor, NetWorld Media Group
Panelists discuss the need for merchants to build great experiences in physical enviroments and use mobile to enhance interaction.
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Fueling the fire: Motivating your staff over the next week
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Take a lesson from the 'age of rail' to keep your stores humming through this last week of holiday shopping.
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How to ensure stellar customer engagement for 2015
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Getting retail employees to engage with customers is tough. Here are four things you can do to help them succeed.
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A customer service robot lands a retail job
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Lowe's is experimenting with customer service robots. What could possibly go wrong?
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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.
read nowSurvey 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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