November 13, 2015

Week in Review: Holiday Faux Pas Aplenty

They say good things come in threes… and sometimes bad things as well. How about in fours?

This past week, there have been four separate instances of retail brands who ran into social media blowback as a result of some …


In News, PR Newswire


November 12, 2015

What We’ve Learned from Singles Day 2015

Rumors of a weak Chinese economy may have been greatly exaggerated: Singles Day 2015 came in like a lion, and went out like a lion.

Alibaba announced that USD $14.3 billion of gross merchandise volume was settled through Alipay on Alibaba’s retail …


In cross-border, Global


November 12, 2015 Announces Singles Day Orders Up 130%, Driven by Record Mobile Transactions announced record-breaking one-day results from its November 11 Singles Day sale. said its orders increased by 130%, and gross merchandise volume rose more than 140%.

With promotions across all categories beginning at midnight for the annual 24-hour event, JD….


In Global, News


November 12, 2015

Best Practices to Boost Your Customer Service Across Channels

In today’s retail economy, customers have high expectations.  Excellent customer service starts with offering a speedy and seamless experience across your support channels.
This infographic by TalkDesk will show you best practices for boosting your customer service on your phone …


In customer experience, Customer Service


November 11, 2015

The Big Fat Singles Day 2015 Pseudo Live Blog

EDITOR’S NOTE: Singles Day 2015 is here, and I was not awake around the clock… so while this is a running blog about Singles Day 2015, and is somewhat in chronological order, I can only say I am pseudo-live blogging the 11.11 Global …


In Blog, Must Reads


November 10, 2015

Free Trumps Speed for Holiday Shipping Policies

Consumers expect to hear knocks on their door from delivery services well into the holiday week and for no cost at all, according to Deloitte’s 30th annual holiday survey of consumer spending intentions and trends.

Furthermore, the ubiquity of …


In Must Reads, Operations & Fulfillment


November 10, 2015

Why Ratings, Reviews and User-Generated Content Drives Customer Loyalty

Ratings, reviews and user-generated content are such an integral part of your ecommerce strategy. For retailers today, it is a must-have.
Ratings and reviews help drive traffic to the website, increase conversion rates, and provide retailers an inside look at …


In Ecommerce, executive summary


November 9, 2015

How Customer Feedback Can Make or Break Your Black Friday

It’s almost upon us—the most lucrative day of the year for many retailers. Black Friday is a competitive, high-stakes game. Embracing customer feedback to provide a consistent omnichannel experience gives retailers the edge to win big during this …


In Blog, Engagement


January 30, 2014

10 Ways to Quickly Address Consumer Complaints on Social Media

With millions of Americans logging on to social media sites like Facebook and Twitter multiple times a day, it has not only become one of the most popular ways to keep tabs on friends, but also a place to gripe …


In Contact Center, Customer Service


November 4, 2015

Don’t Be That Retailer on Cyber Monday

For ecommerce marketers, preparing for the holidays is old hat. But, with November upon us and the unofficial start of the holiday season behind us, it’s time for some straight talk about Cyber Monday.

During the holiday season, retailers …


In Blog, Ecommerce

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