In an era when the customer is king, retailers need to elevate their game to gain loyalty, an edge over the competition in a fierce environment, and drive sales. Here are some best practices culled from winners and finalists of the 2016 Excellence in Customer Experience awards at the Operations Summit.
Everything you could possibly want to know about operations fundamentals, global ecommerce, shipping and distribution strategies, omnichannel and contact center/customer care – and then some – is being covered at 50+ information-packed workshops, keynotes and breakout sessions during Operations Summit and Growing Global 2016, April 12-14 in Cincinnati.
Newegg announced it will team with Facebook messenger to enhance customer support. See what Newegg’s plans are and what this will mean for their customer support.
Your presence and engagement on social media can be a powerful tool, setting your ecommerce business apart from the competition. Here are four ways a strategically planned and carefully executed social customer service program can better your business and positively impact your bottom line.
Vermont Country Store trains its agents to go beyond basic product knowledge to see themselves as brand ambassadors, and treat each everyone like family. See how this ethic is instilled in reps, and how they use active listening to pick up on cross-sell and upsell opportunities, without the hard sell. You can also hear the brand go more in depth on the subject at Operations Summit 2016, April 12-14 in Cincinnati.
What does it mean to have CSRs act not just as problem-solvers but as “shopkeepers”of your brand’s unique style? Kara Soulia, director of operations, and Melissa Lackney, operations training and development coordinator for Vermont Country Store, explain the concept, and how they train their agents to extend the down-home feel of the company’s trademark stores to every channel and interaction, while being alert for “cues and clues” that can lead to cross-selling and upselling opportunities.
What are the best practices in brand communications, especially in the critical area of transmitting a customer’s order information? Learn how SmartHub from eBay Enterprise + Innotrac analyzes its data to determine the winners and losers. And come to the Operations Summit, April 12-14 in Cincinnati, to find out the winners of the 2016 Excellence in Customer Experience Awards.
Nordstrom was ranked No. 1 in the annual Customer Experience Index results from the e-tailing group, conducted in Q4 2015, after missing the top 10 in 2014. See how other leading retailers ranked in the index, including how they were rated across a range of key customer experience metrics.
What if you could create a dream team of top direct-to-customer and ecommerce operations executives, putting all their experience, brainpower and industry knowledge into one room to generate ideas that will help you grow your business and make it run more efficiently?
The good news is you can relax as the heavy lifting has already been done for you – at Operations Summit 2016, April 12-14
A new national survey from Corvisa shows consumers are getting fed up with poor customer service and as a result, businesses’ livelihoods are at stake.