Customer Service News & Media
Swirl 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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Kimpton Karma brings big data full-circle
by Bryan Pearson — President, LoyaltyOne
The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the…
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Four tips for leading lasting change that leads to higher sales
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Your store staff has been doing things a certain way for a long time, and simply telling them they need to do something different doesn't work.
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The power of consistent customer service
by Adam Toporek
A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.
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Three common mistakes businesses make with customer experience
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
There are some common traps in customer experience design that can work in opposition to your goals.
read nowLucchese using gamification for employee training
June 23, 2014
Experticity, a platform for building and rewarding expertise in sales associates, has been chosen by footwear retailer Lucchese to elevate associates…
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To drive store traffic, give shoppers something they can't get online
by Chris Petersen — Owner, IMS
Effective retail strategy is about where and how a retailer can engage consumers at experience touch points in the journey.
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Ken Blanchard on giving 'legendary service'
by James Bickers — Editor, Networld Alliance
The key is to create a culture in which employees truly care, says one of the world's most respected authorities on leadership.
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