Customer Service News & Media
Signal to noise: Connecting with customers in times of crisis
by Matt Ramerman — President, Sinch Engage
Matt Ramerman, president, Sinch Engage, explains why success in this new paradigm (COVID-19) means finding a way to cut through the noise to sustain meaningful…
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Walmart sets special pickup hours for COVID-19 high-risk consumers
April 16, 2020
In an effort to better support customers more vulnerable to COVID-19, the coronavirus, Walmart is setting specific pickup hours.
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How To: Protect your family entertainment center and customers from COVID-19
by Sara Paz
Family entertainment centers can keep guests safe from COVID-19 by following some common sense practices, such as removing cash and card payment, requiring…
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How to enhance customer service with a consultative approach
by Andrea Grodnitzky — Chief Marketing Officer, Richardson
Andrea Grodnitzky, chief marketing officer at Richardson, outlines on how teaching your retail teams to take a consultative approach can boost the shopping…
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Amazon sellers get green light to send any kind of item to Amazon warehouses
April 14, 2020
One month after banning what its sellers could send to its warehouses Amazon has reversed course.
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In the midst of COVID-19 don’t get mad, get smart
by Chip Bell — Customer Loyalty Consultant/Author, Chip Bell Group
Chip Bell suggests retailers take a page from a small business in Georgia that is not only doing business but helping keep customers safe during the COVID-1…
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Deloitte strategy experts: Cloud services bode big rewards for retail segment
by David Linthicum, chief cloud strategy officer and Jerry Hoberman, principal, Deloitte Consulting LLP, Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com
Deloitte Consulting LLP's Chief Cloud Strategy Officer, David Linthicum, and Jerry Hoberman, principal, share insight on how and why cloud adoption and…
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In the midst of a retail apocalypse, these 4 strategy shifts can pay off
by Hadar Paz — CEO, Powerfront
Hadar Paz, CEO of Powerfront, outlines four moves retailers can make to keep business moving forward and customer experience strong.
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J.C. Penney furloughing most hourly workers starting today
April 2, 2020
Retailer J.C. Penney Co. Inc will furlough most of its hourly staff as of today, April 2, the same date it hoped to reopen stores it temporarily closed in…
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Customer loyalty starts with getting the retail website right
by Tara Bartley — Industry Marketing, Akamai
Tara Bartley, senior manager, industry marketing at Akamai, shares insight on how retailers can do better when it comes to attracting new customers and keeping…
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Best Buy in contactless service mode
April 1, 2020
In an effort to keep employees and customers safe as the coronavirus pandemic rages on, electronic giant Best Buy has implemented contactless curbside service…
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The real reason customers leave (and how to stop them)
by Glyn Luckett — Commercial Director, TTi Global a Division of GP Strategies
Glyn Luckett, commercial director, TTi Global Research, a division of GP Strategies, believes the key to revealing and understanding exactly what makes your…
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Continuous customerization in retail automotive services: Customer retention
by Rick Muldowney — Chief Analytics Officer, digm
Rick Muldowney, chief analytics officer at digm, explains how by putting continuous customerization to work, retail automotive services providers can identify…
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Stop & Shop sets special shopping hours for older customers in light of COVID-19
March 19, 2020
Supermarket chain Stop & Shop, in an effort to make grocery shopping safer for older consumers, is establishing specific shopping hours in light of…
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The new convenience store battlefront: The checkout line
by Gavin Bisdee — vp global marketing, Zynstra
Gavin Bisdee, vice president of global marketing, Zynstra (a NCR company), shares insight on how frictionless checkout opportunities are becoming more…
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Target gives senior shoppers special hour in light of COVID-19
March 18, 2020
Target is the latest retail brand to establish a specific time for senior shoppers. It is designating the first hour every Wednesday for "vulnerable guests,'…
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The time for cross-channel customer support is now
by Anand Janefalkar — Founder & CEO, UJET
Anand Janefalkar, founder and CEO of UJET, explains why as retailers begin investing resources in support channels, including web, mobile, and in-app, they…
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AR and 3D aren’t just for digital commerce — they’re powerful in-store assets
by Rob Weaver
Rob Weaver, chief revenue officer at Vertebrae, explains how retailers can use immersive commerce tools to overcome in-store purchase hurdles and delight store…
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Vans launches shoe collection for those on autism spectrum
March 12, 2020
Vans is releasing a footwear collection designed for those on the autism spectrum featuring sensory elements focusing on touch, sight and sound.
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Postmates debuts measures to help merchants impacted by COVID-19
March 11, 2020
On-demand delivery platform Postmates aims to help ease burdens on merchants and couriers dealing with the coronavirus outbreak.
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