Content about Customer service

June 25, 2014

L.L. Bean had the overall best customer service performance in May, the second time the retailer has topped the list in the past three months.

May 22, 2014

Modern shoppers have a very low tolerance for poor customer service, and crave a more intimate relationship where retailers know their needs, wants and preferences, and respect their time and business.

April 24, 2014

Paint retailers with well-trained staffers will drive a more positive purchase experience, this according to the J.D. Power 2014 Paint Satisfaction Study.

April 23, 2014

The percentage of large organizations that have reached the two highest levels of customer experience maturity has grown from 6% in 2013 to 10% this year.

April 17, 2014

L.L.Bean was ranked number one in online customer service in March 2013.

March 20, 2014

Net-A-Porter.com topped all competitors across all retail verticals for customer service in February, according to Stella Benchmarks.

November 27, 2013

Seventy-three percent of consumers think that companies are paying more attention to generating sales across multiple channels than they are in delivering a seamless customer service experience across those same channels, according to a global survey of 7,000 consumers in seven countries.

October 16, 2013

J.Crew ranked No. 1 overall in customer service in September for the third consecutive month, in a monthly survey by StellaService, the independent ratings provider that ranks online retailers according to their customer service.

September 19, 2013

For the second consecutive month, Jcrew.com ranked No. 1 overall in customer service performance in the Stella Monthly Benchmarks, a ranking of the best online customer service performance in the United States.

September 17, 2013

From the retail floor to the contact center, what is your strategy this year for offering your customer the highest level of service while maximizing the profitability of each customer interaction?

August 27, 2013

Small beginnings can lead to big things. That’s certainly true in the case of Pep Boys, which was founded in 1921 by four Navy buddies who pooled together $800 to open an auto parts store in Philadelphia. Today, with some 750 stores across the United States and Puerto Rico, the Philadelphia-based company is one of the nation’s leading auto supply and service providers.

July 29, 2013

Amazon said it will hire more than 5,000 full-time workers in its U.S. fulfillment centers and 2,000 customer service staff, including part-time and seasonal employees, to meet growing customer demand.

May 9, 2013

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.”

December 27, 2012

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

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

June 27, 2012

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

December 29, 2011

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

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.

September 21, 2011

By Katrina Gosek, director of product marketing, Endeca

May 3, 2011

Americans are placing an even greater premium on quality customer service this year, with 70% willing to spend an average of 13% more with companies they believe provide excellent customer service, according to the American Express Global Customer Service Barometer.

March 7, 2011

Charming Charlie took a simple idea — arranging merchandise by color — and has parlayed it into a burgeoning fashion accessories retail empire, recognized in 2010 by the International Council of Shopping Centers as one of its premier “hot concepts.”

February 23, 2011

More and more retailers are seeking innovative ideas to deliver customer service excellence at the return desk in an attempt to set them apart from the competition and make a first-rate impression with consumers.

January 6, 2011

Coming out of a Macy's store a man introduced himself as the store manager and thanked us for shopping at Macy's. Driving back home my 7 year old daughter asked me: “Dad who is the store manager when you buy at home on your laptop?” Hmmm…never thought about that before.

November 11, 2010

Is it ever too early to start planning for the holiday rush? Not in the retail sector, where revenue expectations rely on that all-important spike in fourth quarter sales.

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