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Holiday Planning
At a time of year when consumers are still caught up in end-of-summer barbecues and back-to-school shopping, retailers are getting caught up in the rush of holiday planning. Holiday sales can account for 20% to 40% of a retailer’s total annual sales, according to the National Retail Federation, and a successful holiday can turn around a bad year or make a good year even better.
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Nine West Chats up Customers
For retailers looking to provide an optimal customer experience to harried holiday shoppers, live chat is more than a nice extra.
“Customer expectations today make live chat a necessity; more and more customers are demanding this channel to interact with brands since it’s a convenient and efficient means of getting assistance online,” said Milton Pappas, president of e-commerce for White Plains, New York-based Nine West Group, which operates 183 Nine West stores, 78 Easy Spirit stores and 88 JNY stores in the United States.
Shortly before the 2013 holiday period, Nine West

