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Top : Customer Service - Retail Sector: Customer expectations in the retail sector require top notch customer service for companies to remain competitive. Learn how effective customer service contributes to the bottom line, and how to provide it.
Articles:
The Ideal Shopping Experience - by Colin BeastyA new report from IBM Business Consulting Services shows a continuing shift in the demographics, attitudes, and patterns of customers' buying behaviors. The report also highlights the need for retailers to change the way they do business to succeed. (Added: 14-Apr-2005 Hits: 1405 )
Use the power of good customer service: respect your clients and your employees, and good customer service will follow - by Murray Raphel
A survey by the Technical Assistant Research Program (TARP) said the number of customers who took advantage of retailers was no more than two percent. But many businesses treat the remaining 98 percent of good customers as if they were trying to take unfair advantage.""Retailers should remember it is not the competition that puts them out of business, it is the customers--when they stop shopping with you, when they tell others of the poor service they received from you and when they were promised a certain delivery time, the deadline was not kept, and you never called to tell them. (Added: 24-Jan-2006 Hits: 1123 )
The Toll of a New Machine - by Charles Fishman
It started with ATMs. Then gas stations. Now self-service kiosks are taking over airports and invading McDonald's restaurants. Is this the face of the jobless recovery? Or will automation make service better for workers and customers alike? (Added: 20-Mar-2005 Hits: 496 )
Top 5 trends in retail for improving Customer Service and Advocacy Management - by na
As retailers navigate the “new normal,” they need to embrace technology to create emotional moments among shoppers and foster a culture of customer service. The recent economic downturn has created a new “normal” for retailers, one that is changing the game when it comes to delivering superior customer service. Today’s shoppers are more cautious than ever when parting with their discretionary income, and in many cases, have even less to spend. Yet, they still expect a superior shopping experience — a challenge for many retailers as they struggle to maintain service levels with smaller workforces. Savvy retailers are taking this opportunity to pick up the pieces and create “memorable moments” inside the store that not only elicit a positive customer service perception, but also drive loyalty in a volatile marketplace. (Added: 2-Apr-2012 Hits: 7 )
Customer Service is key to boost online sales | Vivocha - by na
With online shopping becoming more and more popular these days -- are you getting ready for Christmas season, do you -- it's critical for retailers to offer the best customer service possible.""As an extension to the "eConsumer Behaviour Report 2011- ContactLab/Netcomm", we surveyed more than 1,700 online shoppers to find out what they feel the most important customer service features are.""The survey provided an in-depth look into what types of customers demand the most online customer service, what customer service features they look for and what makes customers more likely to stay online than switch to other channels."""The study found that consumers - who shop online for travel services, groceries, insurance, electronics, clothing and accessories and do it mainly from home (87%) - demand for contextual, real-time customer support. 57 percent of respondents who shop online find important the presence of a direct contact channel, more important than other buyers reviews on SocialMedia, Blog,Forum or feedback from family members of friends (45% respectively). (Added: 1-Dec-2011 Hits: 133 )
More Than Lip Service - by Selena Maranjian
If you've ever spent an eternity on hold, waiting for a customer service rep to get back to you, you might have devoted a few of those minutes to wondering which firms get it right. Dalbar to the rescue! The Boston-based consulting company routinely surveys the corporate landscape, evaluating customer service, among other things."This week it released results of a test to see which major retailers offered the most responsive call center service. Those who answered the phone were asked for information on products, return policies, warranties, and so on. The winners? Read on. (Added: 30-May-2005 Hits: 1072 )
Your Business Is On Trial and the Judge Is Your Customer - by Debbie Allen
Even though you can evaluate other businesses, that doesn't mean you can accurately evaluate your own. Studies have shown that it takes a woman approximately nine seconds to decide if your business is inviting enough to enter. A man may give you about 13 seconds. Most business owners are too close to their businesses to see the mistakes they are making in those few seconds. (Added: 22-Oct-2004 Hits: 813 )
15 Things Retailers Should Never Say - Negative Customer Service Phrases to Avoid - by Shari Waters
We all know that a positive tone and language are highly important when it comes to good customer service, but many retailers still use phrases that may give the wrong image and negatively impact our customers' shopping experience.""The following phrases used in a customer service setting can kill a sale and possibly lose a customer. Here are some sayings retailers should avoid. (Added: 27-Sep-2010 Hits: 723 )
Your Advice for Working the Holidays in Retail | Monster - by na
There's nothing that says holiday shopping quite like long lines of grumpy customers, out-of-stock items, ransacked departments, and overheated and crowded stores. Yet those are just some of the issues holiday retail employees deal with every time they hit the selling floor. ""When we asked Monster members for advice on how they've survived seasonal retail jobs, we got an inbox full of responses. If you're working retail this holiday season, read some of their tips for getting through the hustle and bustle with your holiday spirit (reasonably) intact. (Added: 1-Dec-2011 Hits: 236 )
Retailers Unable to Meet Customer's Needs - by na
While Christmas is the busiest time of year for online retailers, their sites simply aren't able to provide the answers that their customers need, forcing them to call or email the contact center.""The Eptica Christmas 2011 Retail Experience Study questioned 1,000 consumers and found that nearly half (46%) will be doing last minute shopping online in the week leading up to Christmas, but that 67.3% don't trust retailers to deliver items before the big day.""The study also found that retailers are providing unclear and unhelpful answers to delivery questions online, with 85% of the top 40 retail sites in the UK failing to provide a straightforward list of final Christmas ordering dates. (Added: 1-Dec-2011 Hits: 176 )
Customer Satisfaction Survey For Retailers - by na
Here's a short customer satisfaction survey that can be customized to use in any retail setting. (Added: 27-Sep-2010 Hits: 422 )
"The Lamest Question in Retail Is, 'Can I Help You?'" - by Fast Company
It's not every day that both the chairman and the CEO of a $300 million retailer choose to dress up in amusing costumes -- one as Andrew Carnegie, the other as a cub reporter from a newspaper -- and put on a show for their new hires. But then not every company is quite like the Container Store, a Dallas-based chain that specializes in selling storage products for the organizationally challenged -- and that's organized around a radically different theory of how to sell. (Added: 22-Jun-2005 Hits: 1545 )
They Sell Suits with Soul - by Eric Ransdell
The only thing worse than a pushy salesman in a slick suit is a salesman pushing a slick suit. In 1973, that insight led George Zimmer to open a store that would sell suits differently from how they'd been sold before. Much has changed since he opened that first store in Houston: The Men's Wearhouse Inc. is now the country's leading discount retailer of men's clothing, with 6,000 employees, more than 400 stores, and annual revenues of $630 million. But Zimmer's basic idea remains the same. "The average man enjoys shopping for clothes about as much as going to the dentist," says Zimmer, 49, the company's CEO. (Added: 20-Mar-2005 Hits: 661 )
Keep Your Customer Loyal, Not Just Satisfied - by n/a
Do you know when you have a loyal customer or client? This article discussess the stages that a client progresses through in order to be called a loyal customer and therefore happy with his or her customer service. This is an interesting read and begins with good descriptive behaviours of the typical loyal customer. One key behaviour is that your client is immune to your competition. (Added: 2-Nov-2004 Hits: 1382 )
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