Customer Service News
Expert: Shoppers can't afford to be loyal
August 10, 2008
The Globe and Mail: Shoppers cannot afford to remain loyal, according to retail guru and "true-life sixties-era Mad Man" Don Watt. "They will remain loyal if…
read nowChina shop boosts customer service with real-time location system
August 10, 2008
RFID Journal: When a customer is ready to make a purchase at high-end china retailer William Ashley, a salesperson runs an inventory check for the items via…
read nowFuture Shop unveils quadrant-based layout, central hub
August 10, 2008
The Vancouver Sun: Future Shop has unveiled its first new store format in eight years with a feature that has taken a firm grip on the interior design world …
read nowThirty-six million Americans now print online coupons
August 3, 2008
MOUNTAIN VIEW, Calif. — The number of people turning to the Web for coupons has soared to 36 million in 2008. That's an increase of 10 million people from…
read nowWeb merchants stepping up their customer service
August 3, 2008
Internet Retailer: A good call center agent who is courteous, knowledgeable and professional when the pressure is on is hard to find and even harder to keep.
read nowReport sheds light on value of loyalty programs
July 29, 2008
ATLANTA — Vesdia Corp., provider of loyalty marketing and merchant network services, announced it has underwritten the research report, "Responsive Customer…
read nowOnline stores lean toward tailor-made services
July 27, 2008
San Jose Mercury News: An increasing number of online retailers have distinguished themselves from the pack by giving users a little something extra beyond…
read nowStudy: Retailers willing to sacrifice efficiency to improve service
July 23, 2008
DENVER — According to a new RSR Research report, "The New Customer-Centric Retail Supply Chain: Benchmark 2008," better performing retailers (what RSR calls…
read nowIssue resolution key to repeat call-center business
July 21, 2008
TWICE: Resolving a customer-service problem on the patron's first call will entice that person to continue doing business with that company 49 percent of the…
read nowMore retailers testing the 'wisdom of crowds'
July 20, 2008
San Francisco Chronicle: Companies like Threadless, a T-shirt company in Chicago, and Ryz, an athletic shoe company in Portland, Ore., are making it possible…
read nowTomax, CXA partner on tech for auto retailers
July 17, 2008
eWeek: Enterprise retail solutions provider Tomax and WHI Solutions, a specialist in technology for automotive retailers and wholesalers, are integrating key…
read nowBlog: Employees do what is measured, incented and celebrated
July 15, 2008
Customer Experience Matters: Some executives struggle to understand why their company doesn't deliver better experiences to customers. But it shouldn't be…
read nowStaples expands video-assist program
July 14, 2008
SEATTLE — Experticity, provider of video-assisted customer support solutions, announced that Staples Business Depot, Canada's largest supplier of business…
read nowFull-service gas stations are thing of the past
July 14, 2008
The Jackson (Tenn.) Sun: Poplar Corner Service Station in Jackson, Tenn. is one of a dwindling number left in the United States that offers full service. The…
read nowBig-name retail comes to grips with online
July 9, 2008
CNBC: If there's one indisputable truth about retailing on the Internet, it's that the established retail cliques have consistently underestimated how it…
read nowCalgary Co-op completes self-checkout install
July 8, 2008
DALLAS — Calgary Co-operative Association Limited (Calgary Co-op) has completed a chain-wide rollout of self-checkout that has enhanced customer service and…
read nowExperiential store environment leads to big sales boost
July 7, 2008
Display & Design Ideas: Caryn Lerner, president and chief executive of Toronto-based Holt Renfrew & Co. Ltd., recently attributed a sales increase of…
read nowIn-store Web access drives sales for JCPenney
July 2, 2008
Internet Retailer: It's been nearly two years since J.C. Penney Co. Inc. connected all 35,000 of its point-of-sale systems to the Web, giving associates in…
read nowSurvey: Small stores, independents preferred over big names
June 30, 2008
Retail Week: On Friday, Retail Week published the "100 Stores You Must Visit" and a quick scan through the names reveals an uncanny fact: the great bulk of the…
read nowStudy: Customers won't tolerate waiting in line more than four minutes
June 26, 2008
DALLAS — A study conducted by M/A/R/C Research found 10 percent of shoppers are frustrated enough to leave a check-out line if the wait is too long. The study…
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