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Channel: customer service – Retailing: From A to Z
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Better Personalizing the Retail Experience

In this multichannel era, it is imperative that store-based retailers work harder on their customer personalization efforts. As noted by Linda Lacina, writing for Entrepreneur: “The key to keeping...

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What Do Shoppers Want from Retailers This Holiday Season?

We’ve been posting a lot lately about the 2013 holiday shopping season — which is already underway (despite the media fascination with Black Friday).  Here are links to two of our recent posts:...

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Moms Go More Mobile This Holiday Season

As we’ve reported before, many moms actively use their mobile devices during the shopping process. Now, there is new research that highlights the ways in which U.S. and Canadians will use their mobile...

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BJ’s Approach to Black Friday

We know that a lot more retailers are going to be open on Thanksgiving — as the Black Friday shopping frenzy more often moves to include both Thursday and Friday. Many companies are still staying...

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Macy’s Increases Its Merchandise Offerings for Hispanics

There are about 54 million Hispanics in the United States — and growing, which makes this diverse group of people a key market for retailers. In summarizing U.S. census data, AHAA reports:  “The...

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Personalization in 2014

For many years, retailers viewed personalization as the personal interaction between store employees and customers. Then, more recently, personalization for online retailers was exemplified by...

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When Will U.S. Credit Card Companies Turn to Smart Chips?

As we recently posted, data security — and the lack thereof — is a huge problem that needs to be fixed for both retailers’ and shoppers’ protection. First, let’s look at some more statistics. Then ,...

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Are Some Customers Overstaying Their Welcome?

We’ve written several times before about the crucial nature of customer service and experiential retailing (click here, for example). And we’ve also written about some customer service issues that...

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CVS to Stop Selling Tobacco Products

American society continues to evolve with regard to how various issues are handled — whether it be the minimum wage (an issue that is quite important to many retailers and to their employees) or the...

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Tips for Offering a Better Customer Experience

After all of the recent data breach and deliveries problems that have been in the news, it’s time to get back to focusing on how to optimize the retail customer experience — and to recapturing customer...

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Are Your Customers Passionate About You?

As we know, customer satisfaction alone is often insufficient for generating and sustaining long-term customer loyalty. It is important to exceed customer expectations whenever possible and drive...

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Is BMW’s New High-Tech Selling Approach Going to Be a Winner?

As we have reported before (see the story on Tesla seeking to bypass traditional car dealers), the retail auto industry is changing. Now comes word that BMW is going to change the dealership experience...

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Another Take on Bricks-and-Mortar Retailing

An interesting question is whether any retailer can make it the future as a pure brick-and-mortar player, given the growth of online and mobile shopping. With this mind, Cynthia Clarke — writing for...

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Is Price the Major Shopping Driver? Not According to a New Study

During — and since — the recent Great Recession, many shoppers have become more price sensitive. In addition, showrooming and mobile media apps that enable shoppers to track prices in real time have...

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Pizza Chains Stepping It Up

We’ve seen a lot of innovations and creative marketing among the leading pizza chains. For example, Domino’s has improved its online ordering capabilities and aggressively promotes this as more...

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Focus More on Repeat Customers

Many retailers spend a lot of money trying to attract more new customers as a way to generate greater sales — and profits. As a result, they sometimes do not pay enough attention to repeat business as...

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What Are the Most Important Factors for Multichannel Shoppers?

As more retailers embrace multichannel operations, it is important for them to determine the key factors that drive multichannel shoppers. According to eMarketer: “Omnichannel efforts are important,...

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The Best in Interactive Technology and Digital Signage

The nonprofit Digital Screenmedia Association recently announced its annual DSA Industry Excellence Awards for digital signage, mobile, and self-service kiosk technology. As reported by...

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Today’s Path to Purchase Is Faster Than Ever

As the consumer purchase process speeds up, retailers need to act accordingly. According to Parago, an expert in consumer incentives and engagement: “With consumers embracing the omnichannel, the path...

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What Makes Uniqlo Glitter?

Uniqlo makes and sells casual apparel that includes several categories and social groups. Its clothing items “simple and essential yet universal, so people can freely combine them in their own unique...

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