Content about Customer experience management

May 9, 2013
Dillard’s taps OpinionLab for customer feedback solution

Chicago -- Dillard's has selected OpinionLab to extend its omnichannel “Voice of Customer” program including its digital, mobile and in-store experiences, with precise insight into what its customers want and need.

OpinionLab's patented solutions allow Dillard’s to systematically interpret customer feedback across all of Dillard’s brand touchpoints, including mobile platforms, online and in-store. Now, Dillard’s can monitor and optimize the customer experience in real-time with an end-to-end solution set that includes research design, data collection and integration, analysis and reporting. Location-specific, context-rich insight can be fed across the organization, from managers through executives, for the greatest impact from the voice of the customer.

“At Dillard’s, we are committed to providing the very best customer service and a great experience for our customers regardless of where they shop – whether that’s in our stores, at Dillards.com or through their mobile phones,” said Woody Chin, CIO of Dillard’s. “We believe our decision to select the global leader in Voice of Customer, is a true testament of our commitment – making it even easier for our customers to provide feedback and for our company to act on that feedback.”

May 8, 2013
Modell’s launches Micros POS and CRM systems

Sporting goods retailer Modell’s is launching Micros-Retail’s Xstore Point-of-Service, Relate Customer Relationship Management and miStore mobile POS solutions.

April 24, 2013
Retail Therapy? Not Anymore … With Technology, Shopping is More Stressful Than Ever

By Brian Gillespie, Continuum

February 26, 2013
Publix leads all retailers in customer satisfaction, followed by Amazon and Office Depot

Customer satisfaction with retailers is on the rise, according to a report released by the American Customer Satisfaction Index.

February 21, 2013
Lowe’s names SVP customer experience design

Lowe’s announced that Lara Lee will join the company as SVP customer experience design, effective Feb. 25.

December 27, 2012
Amazon sets standard in customer satisfaction survey

Amazon remains at the head of the class in terms of customer service, according to the annual Holiday E-Retail Satisfaction Index released Thursday by customer experience analytics firm ForeSee.

December 19, 2012
Kroger tops consumer survey for customer service

Survey results released by customer experience management firm Empathica Inc. revealed that customer service is the key driver of brand advocacy in retail pharmacy.

October 31, 2012
Holiday Prep: Customer Engagement Takes Center Stage

There’s no question about it: Shoppers will have more options than ever before when it comes to shopping this holiday, from where and how they shop to how they pay. Given the myriad of choices available, experts agree that one of the keys to a successful holiday season — and long-term survival — is customer engagement.

October 1, 2012
Foot Locker taps LightHaus to measure customer traffic, shopping behavior

LightHaus announced that Foot Locker has deployed the LightHaus Visual Customer Intelligence (VCI) solution to measure customer traffic and sales conversion rates at all of its Champs Sports stores in the U.S. and Canada, as well as its Foot Locker Canada stores.

September 18, 2012
How Multi-Unit Retailers Can Improve Feedback Opportunities for Local Managers

By Dr. Gary Edwards, Empathica

August 9, 2012
HSN working with ForeSee to measure mobile customer experience

ForeSee, a provider of technology-driven customer experience analytics, announced that it is working with leading multichannel retailer HSN to measure and analyze the customer experience of its mobile-optimized site and mobile apps with ForeSee's new Mobile On-Exit technology.

July 17, 2012
Oracle study: Improving cross-channel experience is retailers’ biggest challenge

Improving the cross-channel customer experience and optimizing the supply chain ranked as retailers’ biggest challenges in a new study by Oracle.

June 27, 2012
Lowe's teams with Microsoft to improve customer service

Microsoft said that Lowe's Home Improvement is engaging its services to help improve customer service.

June 21, 2012
Leveraging Technology to Improve Business

Wading through retail technological innovations and deciding what options and applications should be top priority can be daunting at best. But the opportunities clearly outweigh the challenges, said Epicor Solutions’ Douglas Taylor in an interview with Chain Store Age.

What are the biggest operational challenges facing retailers today?

June 13, 2012
IBM completes acquisition of Tealeaf Technology

IBM announced it has completed its acquisition of Tealeaf Technology, a provider of digital customer experience management and customer behavior analysis solutions.

May 18, 2012
Gartner: Measuring ROI critical to social CRM initiatives

Although the adoption of social media by sales, marketing and customer service departments continues to grow rapidly, by the end of 2012, only 50% of Fortune 1000 companies will receive a worthwhile return on investment from their social customer relationship management (CRM) initiatives, according to Garner.

May 9, 2012
Top 20 e-retailers in customer satisfaction; Amazon on top

Amazon continues to set the bar higher, achieving the highest rating on the annual Top 100 E-Retail Satisfaction Index by customer experience analytics firm ForeSee.

May 8, 2012
Lowe’s realigns leadership toward improved customer experience

Lowe’s Cos. said it has realigned corporate personnel and responsibilities to focus the home improvement retailer more closely on customer experience strategies.

May 2, 2012
IBM to acquire Tealeaf Technology

IBM announced a definitive agreement to acquire Tealeaf Technology, San Francisco, a provider of customer experience analytics software that helps organizations to gain intelligence and react more swiftly to consumer trends in today's digitally transformed marketplace.

May 1, 2012
Goodwill sector selects Epicor to support non-profit retail operations

Epicor Software Corp. said Tuesday that Goodwill Industries of Southeastern Wisconsin has selected the Epicor suite of retail solutions to support its growing retail operations.

April 6, 2012
Rug Doctor selects Buxton to assist in CRM efforts

Rug Doctor said that it has chosen customer analytics firm Buxton to assist with the company’s customer relationship management strategy.

February 27, 2012
Report: Publix, Aldi, H.E.B. and Winn-Dixie tops in customer experience

Research released by Temkin Group, which ranked the customer experience at 206 large companies across 18 industries, found that several grocers are offering excellent customer service.

January 12, 2012
ForeSee: Apple, Amazon dominate mobile satisfaction

A mobile commerce study released by customer experience analytics firm ForeSee found that Apple and Amazon rank far above all other retailers when it comes to mobile customer satisfaction.

December 29, 2011
E-commerce survey: Amazon tops in holiday service; Gap lags

Survey results released Wednesday by customer experience analytics firm ForeSee found that Amazon has continued its trend of high customer service, while other online retail experiences suffered in 2011.

December 19, 2011
Survey: Consumers likely to share opinions on customer service

A survey released Monday by Spherion Staffing Services said that when consumers have a positive customer service experience, they are more likely than ever before to share their opinions than in previous years, especially via social media, online review sites, and with the company itself.

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