Combining the omnichannel retail approach with the phrase “the customer is always right” will eventually give way to a new phrase: “the right customer will have the right product at the right time through the right channel.”
Mobile technology has not only increased the effectiveness of the survey – it also reshaped the way we build our surveys.
The competition in price played a major role in the declining 2013 holiday sales results at Best Buy, according to a statement released by the electronics retailer. In the nine week holiday period that ended on Jan. 4, Best Buy reported $11.45 million in revenue, down slightly from the 2012 holiday season of $11.75 million.
While big data might seem like it generally falls into the silo of the marketing department, more and more merchants are finding out that not only is it just as beneficial in the contact center, but it could also give you an edge against your competitors.
For years, when it came to which countries were at a similar stage of advanced and growing economic development, retailers have had their eyes on Brazil, Russia, India and China, affectionately known as BRIC. However, during this week’s National Retail Federation’s conference, the new buzzword was Latin America.
ForeSee announced that its president and CEO, Larry Freed has decided to step down from his position, according to a ForeSee blog post.
Amazon had the highest score in mobile customer satisfaction with mobile with a score of 87, according to the The ForeSee Experience Index 2013 U.S. Retail Edition.
During the 2013 holiday shopping season, Amazon and L.L. Bean tied for the highest company-level satisfaction, according to a recent report by ForeSee.
But despite the best efforts of retailers, if Mother Nature throws a wrench in shipping plans there is little that can be done to control the last mile of the online shopping experience. Here are seven tips for customer service teams that need to communicate a delay in shipping to customers.
QVC had the highest score in contact center customer satisfaction with a score of 88. QVC beat out Amazon, Costco, O’Reilly Auto Parts and PetSmart which each saw a score of 85, according to the recent ForeSee Experience Index: 2014 U.S. Retail Edition.