All Customer experience articles – Page 72
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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?
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News
Phones 4U rewards customer service
Phones 4U has changed its bonus scheme for store managers in a bid to shift focus onto customer service.
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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