Customer Relationship Management ARCHIVE

The Three Stages of Social Customer Service  Jun 30, 2014 10:38 AM By Mike O'Brien

A recent study by Forrester Consulting commissioned by Conversocial, identified three stages of social customer service maturity.

The Importance of Keeping the Soul in Ecommerce Shopkeeping  May 27, 2014 4:53 PM By Bernard Luthi

In ecommerce, retailers must strike a balance between operational efficiency and the human interaction that fosters consumer loyalty.

5 Ways Online Retailers Can Empower Frontline Customer Service Reps  Feb 24, 2014 11:37 AM By Chris Vodola

Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.

Video: Scot Wingo Explains the Growth of Google Shopping  Dec 02, 2013 4:28 PM By Tim Parry

ChannelAdvisor CEO Scot Wingo talks about how his clients have done over the 2013 Black Friday weekend in the marketplaces and the comparison shopping engines. [CLICK HERE for Multichannel Merchant's Cyber Weekend 2013 coverage] One major point is how well ChannelAdvisor’s clients are doing with Google Shopping. Wingo explains why ChannelAdvisor’s clients are seeing more […]

What to Do with Slow Moving Inventory  Jul 16, 2013 10:06 AM By Erin Lynch

Slow moving inventory is an issue that retailers never want to have, but more likely than not, will. But that doesn’t mean you have to let slow moving inventory collect dust. Here are a few things you can do to either turn a profit or gain valuable customer appreciation.

The Contact Center of the Future  Jun 11, 2013 11:09 AM By Erin Lynch

Smartphones, tablets, and social media sites such as Facebook and Twitter not only have transformed the way consumers shop but they have also changed the face of the contact center. It’s no longer a world of customer representatives but now a world of universal agents.

Customers Want Convenience on Their Terms, Not Yours  May 15, 2013 3:25 PM By Jeannie Walters

Convenience is continuing as a key driver in loyalty for most customers. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. Convenience, according to Merriam-Webster, is “something (as an appliance, device, or service) conducive to comfort or ease.” […]

Using Social Media as a Customer Service Tool  May 09, 2013 8:12 PM By Erin Lynch

brand followers are not just about using social media to gain coupons or deals from retailers, it’s the place to be heard. This infographic touches on the many ways retailers can use social media for customer service and how that can turn your company from “good” to “great.”

How to Reach the Cross-channel Consumer This Holiday  Nov 13, 2012 7:02 PM By Jay Henderson

How can marketers create a more favorable shopping experience for consumers this holiday season? Here are a few key tips marketers should keep in mind when it comes to creating a united cross-channel strategy for holiday retail success.

3 Triggers to Boost Your Email Marketing  Nov 13, 2012 6:36 PM By Ken Burke

One way to get more mileage out of your email outreach is to improve event-based email marketing. As with personalization and segmentation, even if your resources are limited you can start with a these three types of triggers.






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