Βoth retail leaders and laggards agree on the importance of improving the customer experience (CX) — and using innovation to do so. For example, 71% of leaders are committed to providing a better customer experience, compared to 68% of all…
The survey also confirms that click-and-collect will become ubiquitous in retail, with 99 per cent of retailer respondents saying they plan to implement click-and-collect to allow a more seamless fulfilment process by 2023. Read more in internetretailing Most logistics providers…
In a significant digitally-focused move, Walmart is also reportedly working on developing a cashier-less store. Recode reported that the locations would be free of checkout line or cashiers, similar to Amazon’s Amazon Go store. Read more in travelandleisure Walmart Is…
Many companies have to manage large volumes of interconnected devices which is considered to be a major challenge. About 88% of companies find device management as a major concern and are incorporating methods to manage their devices seamlessly. In such a…
Customers want their ideas and suggestions to be heard, and what “being heard” means needs to be consistent across the brand touch points. This means that the days of support agents on Twitter directing people to call the telephone support…
Here is a list of brands using Twitter for customer service. Each of these Twitter feeds has strengths. While some are more familiar and even fun in tone, others focus on providing solutions for their customers. learn more in practical…
Merchants increasingly use social media sites as customer-service channels. This can involving separate social media accounts solely for customer service — such as ASOS, the U.K. fashion brand, shown below — or combing customer services functions with social-media marketing activities.…
In the modern marketplace, social and mobile are a given. But it’s essential to choose channels strategically. Develop a social customer service strategy that aligns marketing and customer service teams, making sure to consider your customers in optimizing channels you…
