All Customer experience articles – Page 69
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AnalysisRetail surgery: How can store staff add value to the shopping experience?
My customers are coming into stores armed with more information than my staff. How can I make sure my store staff still add value to the shopping experience?
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NewsSuperdrug considers localised product offer
Superdrug is considering localising its product offer in stores to better meet local needs.
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NewsCharlie Mayfield: We need to focus on capability
Retailers need to equip their staff with the right skills enabling them to tackle the uncertain future, John Lewis chief executive Charlie Mayfield believes.
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NewsShop Direct to close two customer service centres in outsource move
Shop Direct, which operates brands including Littlewoods and Very, has outsourced its customer service operation in a move which could see two of its four contact centres close.
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NewsDebenhams puts 230 staff into consultation as it outsources customer services
Department store Debenhams has put 230 staff at its Taunton contact centre into consultation as it outsources the function.
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NewsGame customers lose out as loyalty points scrapped
Game customers could be left with unredeemed gift cards and loyalty points after it collapsed into administration yesterday.
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AnalysisDelivering excellence in retail customer service: Executive Summary
An innovative report investigating best practice in customer service through some of the leading retail businesses operating within the UK.
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OpinionRetail surgery: Does a strong online presence encourage customer loyalty?
To what extent is customer loyalty dependent on a strong multichannel strategy?
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AnalysisImproving customer service
Ensuring top-rate customer service can be a challenge at the best of times, but it’s doubly difficult in the new year post-Sales lull. Liz Morrell looks at how to solve the problem.
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OpinionGood customer service is key
Something wasn’t quite right last Saturday when we went to our nearest shopping centre to find inspiration for those remaining ‘difficult’ Christmas presents.
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OpinionA new customer is for life, not just for Christmas
As is fairly obvious, I don’t need my looks to earn my living – if I did, I’d have been through a CVA some time ago. However, I do try my best to look after myself.
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NewsVideo: Delivering the best customer service
At the Skillsmart Retail, World Host Conference, 100 retailers met to discuss customer service standards in the UK.
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OpinionRetail surgery: How do I automate our telephone customer service effectively?
I want to automate our telephone customer service, but how can I ensure the system helps my customers effectively without alienating them?
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NewsNext nets £65m as it sells its customer service business Ventura
Fashion chain Next has sold its third party customer service business Ventura to support services company Capita for £65m.
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News
Customer service key for high street retailers
There’s more to high street retailing than distribution and if you don’t offer customer service you may not succeed.
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NewsBoots boss Hornby: Customer service critical to save high street
A double dip recession looks unlikely, but colleague and customer engagement will be critical if retailers are to maintain high street spend, delegates at the Retail Week Conference heard.
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OpinionRetail surgery: With such focus on customer service do we need to up our game?
With all the focus being put on retailers’ customer service in the media, do we need to up our game?
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AnalysisA drive for customer service
Delivery drivers are as much a face of a retailer as shopfloor staff, says Rebecca Thomson
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AnalysisA great customer service culture
Retailers need to adopt customer service initiatives that stick, says Liz Morrell
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OpinionRetail surgery: What will make the biggest difference in improving consumer perceptions of our customer service?
What will make the biggest difference in improving consumer perceptions of our customer service?