Customer Service News & Media
Customer service strategy: Deliver value with time
by Shep Hyken — CAO, Shepard Presentations
Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.
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Five innovative Barcelona retailers creating muy bueno customer experiences
by Bryan Pearson — President, LoyaltyOne
When most people think of Barcelona, the first features that come to mind are its unusual architecture, rich history and Catalan cuisine. But the area is also…
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Why customer service and branding are the same thing
by Andrew Sharpe — Retail Strategist, BRANDSPANK
If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.
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Teach, coach, and ride
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.
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Three micro-trends of the retail customer experience
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
There are several ways the retail customer experience is actually becoming smaller, and it seems to be a good thing for sales and customers.
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Five ways to lose a customer
by Shep Hyken — CAO, Shepard Presentations
Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.
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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.
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