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Survey: Companies failing to deliver on omnichannel customer service
San Francisco – 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. Meanwhile, when consumers can’t get an answer or fast response elsewhere, they are falling back to phone support as their primary contact method.
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Fitch Ratings expects modest improvements in retail sales growth in 2014
New York -- Fitch Ratings expects total U.S. retail sales growth in the 4% range in 2014, a modest increase over expected 2013 figures that reflects slight improvement in both the employment rate and real wages.
Fitch expects 2013 holiday sales to grow in the 3%-4% range, in line with The National Retail Federation forecasts that November and December sales will increase 3.9% year over year to $602 billion.