Hyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 128

Customer Experience Promotions Shopping ATS 128

Independent Retailer

NOVEMBER 3, 2022

“The customer is always right.” This is the motto many retailers live by, and while some customer complaints have easy fixes, others may cause you to lose your patience. Small businesses especially need to keep their composure with difficult shoppers because their livelihood is based on superior customer experiences.

Management 80

Management Marketing Consumer Customer Experience 80

Hyken

JANUARY 3, 2023

A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience. You don’t just want to resolve a complaint.

Management 54

Management Customer Experience 54

Retail TouchPoints

APRIL 6, 2022

Retailers today are searching for the perfect blend of brick-and-mortar retail and ecommerce synergies, yet this formula is different for every brand, location and customer. Retail TouchPoints (RTP): How did the COVID-19 pandemic increase the influence of ecommerce in enhancing and modernizing brick-and-mortar retail design?

Location 294

Location Consumer Department Stores Outdoor 294

Retail TouchPoints

AUGUST 28, 2020

Retailers today are experiencing a massive transformation in how customers are shopping. While it’s safe to say that retail is booming, and the current crisis will have implications for driving change across the industry, one factor that will remain constant is the importance of customer service throughout the customer journey.

Customer Experience 264

Customer Experience Returns Consumer Shopping 264

Retail Focus

SEPTEMBER 3, 2021

As well as this, you’ll want to look into the services offered by your competitors and see how you can distance your business from theirs or improve on their current model. . Granted, throughout the ages these businesses have helped to build empires, transporting raw materials and goods all across the world. Do Your Research.

Planning 130

Planning Accounting Management ATS 130

Retail TouchPoints

AUGUST 10, 2020

Although public health officials say it’s unlikely COVID-19 infections can be spread by surfaces or physical objects, retailers are being cautious about how they handle returned merchandise. This policy prompted customer complaints that a local ABC TV affiliate in Chicago reported on. What do the epidemiologists say?

Returns 249

Returns Beauty and Health Shipping Customer Experience 249

Hyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. That was during a time when the main way customers interacted with the companies they did business with was with people-to-people interactions.

Customer Experience 59

Customer Experience Promotions Shopping Marketing 59

Inside Retail

NOVEMBER 21, 2023

But smart retailers know that creating memorable, personalised interactions can foster long-term customer loyalty by building genuine engaged relationships with customers. By using audience segmentation , retailers can create experiences that surprise and delight customers, turning them into raving fans.

Apparel 130

Apparel Marketing Promotions Management 130

Inside Retail

AUGUST 9, 2021

Our job is to get them sales, and provide a seamless customer experience for our customers, but we’ll never enter into that arena of competing. The investigation into how marketplaces collect, analyse and use third-party seller data could have ramifications into traditional retail selling practices. It’s a problem.

Consumer 130

Consumer Shopping Management Customer Experience 130

Retail TouchPoints

OCTOBER 19, 2022

This trend follows changes in the retail sector, which has recently seen a shift toward an omnichannel approach and subsequent changes in how consumers spend. In fact, recent figures from Juniper Research show that the number of POS finance users is set to surpass 900 million globally in the next five years.

Finance 209

Finance Merchant Services Payment Services Consumer 209

Wiser

MARCH 15, 2022

It’s how you use the information that can be the true game-changer. Either way, you will want to keep track of how often this is happening by tracking images of your products on shelves. Using the same shelf photos, you can also investigate adjacent products and how their packaging and displays compare to yours.

Advertising 147

Advertising Customer Experience Consumer Promotions 147

Small Biz Trends

JUNE 29, 2023

As you look to expand your small business, each employee becomes a critical component in building robust customer relationships and boosting customer satisfaction levels. The customer service representative emerges as a pivotal figure, often embodying the company’s image.

Payment Services 75

Payment Services ATS Accounting Fulfillment 75

Inside Retail

MAY 6, 2021

By screening and ranking candidates and providing a short list of the best matches to hiring managers, the ARA Talent Registry also helps reduce the time it takes to fill roles, which is one of retailers’ biggest complaints about the recruitment process, according to Zahra. Time and cost savings.

Management 354

Management Accounting Shopping Marketing 354

Hyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Here are my top five picks from last week.

Customer Experience 59

Customer Experience Returns Management ATS 59

Hyken

JANUARY 7, 2022

He shares the four reasons why businesses should not shy away from customer complaints. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy. This requires training and ongoing development of your team to resolve any complaint that comes their way.

Customer Experience 68

Customer Experience Fulfillment Management Returns 68

Rain Pros

MARCH 22, 2024

Customer service is a critical aspect of any retail business, whether products are sold online or in-person. At these crucial moments, great customer service can be the difference between an angry customer who spreads the word or a loyal customer who becomes an invaluable brand ambassador.

Point of Sale 52

Point of Sale Shipping Outdoor Target Market 52

Wiser

JUNE 5, 2023

This requires research into potential vendors as well as negotiation skills in order to secure better deals from them. It also involves monitoring current suppliers for reliability and customer service levels. It also includes managing returns from customers who may be unhappy with their purchases or have received damaged items.

Management 147

Management Drop-Shipping Shipping Supply Chain Management 147

Hyken

OCTOBER 27, 2021

Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . “I’m sorry.” Follow on Twitter: @Hyken.

Customer Experience 124

Customer Experience ATS 124

Retail TouchPoints

FEBRUARY 14, 2023

So how did marketers do this year? in September 2022), it has already become one of the most downloaded apps in the country and, like its predecessors, has also already prompted a slew of complaints to the Better Business Bureau for product quality and customer service issues. As always, it was a mixed bag. The new U.S.

Merchant Services 248

Merchant Services Shopping Marketing Outdoor 248

Small Biz Trends

JULY 30, 2022

Learn about competitor analysis tools and how they can serve your business in this BloggingWizard post by Adam Connell. In this Criminally Prolific post, Dmitry Dragilev details how to find anyone’s email address by name. Prepare to Deal with Emergencies. So how do you take advantage of this option? In this Aha!NOW

Marketing 119

Marketing Planning 119

Hyken

JANUARY 13, 2023

She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. A business can’t exist without customers of some kind, and whether you provide services or sell products, it’s really important to ensure that your customers feel heard. Thank your customers.

Management 61

Management Customer Experience 61

Retail TouchPoints

JULY 29, 2021

The unique circumstances of the pandemic also led Sephora to what might have seemed at the time like an unlikely partnership with Instacart — one of the delivery platform’s first major deals beyond grocery. Carolyn Bojanowski has been with Sephora since the days when “Friendster was the social media channel of choice,” as she puts it.

Social Commerce 278

Social Commerce Checkout Payment Services Clienteling 278

Independent Retailer

OCTOBER 20, 2022

Due to the pandemic, small businesses are implementing new solutions to keep in contact with their customers. Local restaurants are nixing the classic mechanical beeper and texting customers instead when their wait is over. Shops are texting customers to let them know to pick up online or in-store orders. by Shannon Flynn.

Consumer 76

Consumer Customer Retention Marketing Promotions 76

Retail TouchPoints

MAY 28, 2021

Thoughts of poor customer service probably ring a bell in your own mind, and these opinions are hard to change — but there is hope. Customer service is changing rapidly to meet consumer behavior, providing smoother, more integrated experiences than ever before. 3 Data-Backed Reasons why Customer Service is Essential.

Payment Services 163

Payment Services Customer Retention Customer Experience Marketing 163

Wiser

DECEMBER 15, 2020

We’ll look at what that actually means, explain the benefits of working with a logistics partner, and how you can evaluate them to find the one who will help your brand get to the next level. Here’s a simple example of how 3PL works. You never interact with the customer or deal with actually making sure their order gets to them.

Fulfillment 135

Fulfillment Shipping Inventory Management Management 135

Inside Retail

AUGUST 26, 2021

Building age diversity in workplaces is a two-for-one deal: employers access a larger portion of the labour market while supporting people’s mental health and wellbeing. However, ageist beliefs and behaviours are prevalent in society, impacting older people’s mental health and wellbeing. per cent across all industries. per cent to 15.8

Promotions 242

Promotions Management Accounting Marketing 242

Hyken

JANUARY 12, 2023

She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. A business can’t exist without customers of some kind, and whether you provide services or sell products, it’s really important to ensure that your customers feel heard.

Management 45

Management Customer Experience 45

Retail Minded

APRIL 13, 2023

More than three quarters of customers prefer talking to a real person when contacting a business. The information, from a ‘future of customer experience’ report commissioned by PwC, highlights the essential role phone calls still play across businesses, whether it’s for sales, customer service or support.

Returns 52

Returns Customer Experience ATS 52

365 Retail

OCTOBER 10, 2022

A new study, by careers experts, StandOut CV , has analysed 784,444 customer reviews from Google Maps to reveal the best and worst cities in the UK for customer service by highlighting the frequency of positive and negative comments left by customers in each city. Cities providing the worst customer service in the UK.

Supermarket 105

Supermarket Accounting Shopping ATS 105

Hyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. QR codes are commonly used for payments and advertisements and are effortlessly offering a contactless solution to customers. For instance, QR codes can effectively be implemented in customer service. Continue reading to learn more. .

Payment Services 54

Payment Services Drop-Shipping Customer Experience Returns 54

Retail Bound

APRIL 13, 2024

It’s not just about getting products to customers; it’s about doing so efficiently, cost-effectively, and in a manner that enhances the customer experience. When a customer places an order, the retailer forwards it to a third-party supplier, who then ships the product directly to the customer.

Drop-Shipping 98

Drop-Shipping Shipping Merchant Services Payment Services 98

Hunton Andrews Kurth

AUGUST 17, 2023

How can trademark and copyright laws help? This results in consumer confusion, decreased sales, dissatisfied customers, and reputational harm to the brand owner in the form of bad reviews. Resellers account for a significant portion of retail sales on these websites. Listing sabotage” is also a recurring issue.

Advertising 98

Advertising Consumer Marketing Accounting 98

A1 Retail

NOVEMBER 25, 2021

Retailers and customer service professionals will inevitably be impacted with the lack of product availability, resulting in spikes in complaints. It is a situation made worse by taking place at a time when resources are stretched with many customer service agents still working remotely or being forced to isolate.

Consumer 40

Consumer ATS 40

Retail TouchPoints

MAY 27, 2021

With returns playing such a critical role in conversions and loyalty, we asked consumers to tell us how they defined an “inconvenient” returns experience. Their most common complaint was centered around retailers not including a return label in the shipping box. Does anyone actually like returns?

Drop-Shipping 163

Drop-Shipping Returns Kiosk Shipping 163

Inside Retail

AUGUST 28, 2022

Unpaid suppliers have threatened to file an official complaint to the UK’s Insolvency Service and are considering legal action against the company’s private equity owners. Thousands of customers have also been left out of pocket as the e-tailer has not responded to any requests for refunds or undelivered orders.

Fashion 130

Fashion Fast Fashion Returns Management 130

Hyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Want to “deliver delight” to your customers?

Customer Experience 59

Customer Experience Marketing ATS 59