All Customer experience articles – Page 71
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OpinionRetail surgery: What should we do to maximise customer service and loyalty when customers expect to be worse off after the election?
What should we do to maximise customer service and loyalty when customers expect to be worse off after the election?
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AnalysisCustomer Service: Right first time
Giving your store and call centre staff the responsibility and means to solve customer problems can not only turn a negative into a positive but also pay off for the wider business
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AnalysisCustomer service: Let’s get personable
Good management of staff and investment in training to help foster talent is key to maximising efficiency and achieving a consistently excellent service level
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NewsPortable scanners improve JD Sports customer service
JD Sports Fashion is expanding the use of hand-held scanning devices in stores to improve customer service and speed up in-store processes.
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OpinionConfusion on customer-centricity
While there is a growing consensus that retailers need to be customer-centric, the debate still rages about what this actually means.
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AnalysisMaking your customers the boss of your business
Customer relationship management should focus on putting existing customers at the heart of your business, finds Sara McCorquodale at a Retail Week roundtable debate with top retailers.
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OpinionCustomers won’t put up with analysis paralysis
Customer-centricity is the buzzword for retailers who like to think that they listen to their customers. But listening is no longer enough, super-fast analysis and response is also necessary for retailers to truly meet demand.
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NewsMarks & Spencer extends use of smart customer service system
Marks & Spencer is expanding its use of a customer and staff feedback system that it trialled last year.
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NewsCustomer service expectations soar in recession
The recession has changed consumers’ shopping habits so much that three quarters of shoppers would leave a store without buying if they received poor levels of customer service.
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OpinionDigital media sales raise new customer service questions for retailers
Although it is far from a mature market, it is always worth watching developments in electronic books — and it has been a busy week in the sector.
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AnalysisCarphone Warehouse gets serious about customer service
Behind every great store is great customer service. And, echoing US partner Best Buy, Carphone Warehouse is on a mission to become best at it by making life easier for store staff. Joanna Perry finds out how
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News
Lego plans more retail stores to help build customer loyalty
Lego plans to continue building its retail portfolio because it believes selling directly to consumers increases customer loyalty, the world-leading toy brand revealed in a session on multichannel retailing at the World Retail Congress 2009.
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Analysis
Customer feedback: Listen and learn
The voice of the customer is one that retailers are increasingly willing to listen to as service and satisfaction become essential. Joanna Perry finds out how shoppers are being surveyed
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News
Online retailers lead the way in customer service
Play.com and Amazon have topped a customer satisfaction poll to find which retailers hit the mark when it comes to customer service.
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AnalysisCustomer Service: Attention to e-tail
Retailers’ websites are increasingly offering consumers advice before they buy. But how good are retailers at replicating in-store product advice online? Joanna Perry finds out
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News
Carphone Warehouse gathers data on customer experience
Carphone Warehouse is the latest retailer to work with Fizzback to assess the experience it provides to customers.
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AnalysisCustomer data: Track and treat
Slipping sales and quickly changing shopper behaviour has made consumer information priceless. Joanna Perry finds out how retailers can gather this data and use it to improve trade.
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News
Ocado harnesses SMS to improve customer service and staffing
Ocado has been able to improve its customer service and human resource planning using a text-messaging service integrated with its existing technologies.
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Opinion
Better customer service will get you a slice of American pie
Over the past week, much has been made of US electricals giant Best Buy’s move into the UK. Above everything, many analysts believe that Best Buy will deliver a level of customer service in electricals retailing that does not yet exist in the UK, aside from at department store John ...
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News
Wal-Mart to push customer service at Marketside stores
Wal-Mart has upped its game in its fight against Tesco’s Fresh & Easy format, promising to deliver “the highest level of customer service” at its small neighbourhood grocery stores.