Why Retailers Should Rethink “Self-Service”

Posted on December 1, 2015 by Kevin LeiferComments



What four words best capture the state of retail today?

Consumers run the show.

Consumers are more informed, more demanding, and freer than ever before. The balance of power has shifted. Brands are no longer in charge of the buying process.

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Topics: Customer Experience, Omnichannel, Brand Experience, Customer Service

Shipping deals can help retailers boost their in-store sales

Posted on November 25, 2015 by Nanette BrownComments


The final two months of the year are critical to the retail industry, with some retailers pulling in as much as 30% of their annual sales for that holiday period. And this year, prevailing trends are expected to remain consistent. Retail sales growth will increasingly come from online channels, with traffic and demand at the physical stores expected to be less impressive.

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Topics: Brand Experience, Customer Service

StellaService Issues Comprehensive Omni-Returns Experience Report Citing Huge Opportunity for Retailers to Grow Revenue and Enhance the Customer Experience

Posted on November 24, 2015 by Kevin LeiferComments


Highlights Buy Online, Return In-Store as One of the Year's Most Important Omni-Channel Offerings

NEW YORK, NY--(Marketwired - Nov 24, 2015) -StellaService, an independent provider of customer service performance metrics for online retailers, today announced findings from The Omni-Returns Experience Report, a new study exploring the benefits and challenges of omni-channel offerings including buy online, return in-store (BORIS).

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Topics: News

Customer Experience 2016: Is It Time to Rethink Your Loyalty Program?

Posted on November 23, 2015 by Kevin LeiferComments


It’s hard to imagine a world without loyalty programs.

Retailers everywhere are jumping on the bandwagon, and for good reason. Shoppers love bonus points and special offers, they love feeling valued and connected, and their purchase histories are full of opportunities to upsell and cross sell. No downside to that, right?

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Topics: Customer Experience, Customer Satisfaction

More retailers are closing shop for Thanksgiving

Posted on November 20, 2015 by Kevin LeiferComments


Next week, a shopping bonanza will unfold across the country as many Americans begin buying gifts for loved ones (and themselves) for the upcoming holiday season.

One interesting trend we’ve spotted: Many retailers are promising to close their doors on Thanksgiving. That is a pivot from the past several years, when many were opting to open their doors on Thanksgiving to generate buzz before the official “Black Friday” kickoff.

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Topics: Customer Experience, Brand Experience

The Next 5 Strategies for Ramping up Customer Engagement

Posted on November 19, 2015 by Nanette BrownComments


In our previous post about strategies to ramp up customer engagement, we suggested the following ways to engage customers during the holiday season:

  1. Personalize customer experience with mobile technology.

  2. Gamify shopping experience by introducing tools that will interact with shoppers.

  3. Reach customers via social media.

  4. Engage customers on a non-tech level.

  5. Single out your most loyal customers and create special events just for them.

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Topics: Customer Experience, Customer Engagement

Our 4 “Cs” of Quality Customer Experience

Posted on November 17, 2015 by Nanette BrownComments



Today’s retailers have to aim higher than only providing customer service that we would deem “satisfactory.” That’s not enough in a world full of competition – including many online retailers that focus only on providing a low price for the goods they sell.

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Topics: Customer Experience

Customer Experience vs. Price - Which Drives More Loyalty?

Posted on November 12, 2015 by Nanette BrownComments


Does price influence consumer behavior?

Brand loyalty shouldn’t be influenced by price, brand loyalty ensures that there’s demand for a product regardless of changes in price or competing product offerings.

But it’s not always true.

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Topics: Customer Experience, Brand Experience

Task vs. Customer Engagement - Which is the Associate's Priority?

Posted on November 10, 2015 by Kevin LeiferComments


Associates have a lot on their plate.

Between managing stocks, organizing merchandise and customer engagement, associate need to make many decisions during their shifts, these decisions as we all know have an impact on bottom line.

In a study conducted by Korn/Ferry Marketing Center of Expertise, 52% of marketing executives said that their top priority was customer engagement.

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Topics: Customer Experience

Customer Experience 2016: Are You Ready to Shake Things Up?

Posted on November 6, 2015 by Nanette BrownComments


In early 2015, retailers were surveyed about their customer experience priorities for 2015.

Number one on the list was improving multichannel consistency. Other leading focus areas included loyalty building, self-service initiatives, and voice-of-the-customer projects.

Here’s what these responses suggest.

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Topics: Customer Experience

5 Questions Retailers Must Ask to Improve Customer Experience in 2016

Posted on November 4, 2015 by Kevin LeiferComments


What do customer experience leaders do differently?

This is the question Bain & Company tackled earlier this year. In its analysis of 140 U.S. companies’ performance over a five-year period, only nine excelled in all three categories measured—financial, brand, and loyalty data. Bain studied these nine companies’ cultures, operations, and strategic choices.

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Topics: Customer Experience, Customer Satisfaction, Brand Experience

Does Your In-Store Path to Purchase Need a Makeover?

Posted on November 2, 2015 by Kevin LeiferComments


As holiday shoppers make their way along the brick-and-mortar path to purchase, there’s bound to be friction. Big crowds, long lines, overburdened associates—it’s a familiar scene. Everyone expects it. There’s no getting around it.

Or is there? 

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Topics: Customer Experience, Brand Experience

Benefits of Actively Listening to Unhappy Customers

Posted on October 29, 2015 by Nanette BrownComments


Dealing with unhappy customers is a part of our business and most of the time, it’s unpleasant.

But it doesn’t have to be this way. As we stated in our last post on the subject, engaging your unhappy customer actively can present retailers with a golden opportunity.

What is the opportunity?

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Topics: Customer Experience, Customer Satisfaction, Customer Intercepts

Mobile is a Cue to Help Brighten The Holiday Season

Posted on October 27, 2015 by Kevin LeiferComments


How many times have you seen the following scene? Shoppers are walking around a store. And instead of looking at the merchandise, their eyes glued to their smartphones.

That doesn’t mean they aren’t shopping. In fact, they could be looking at the exact shoes or scarf that can be found in the store on their phones. Or even worse, checking out a rival’s inventory and doing some comparison shopping.

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Topics: Customer Experience

How Retailers Can Enhance CSAT With Mystery Shopping And Customer Intercept Programs

Posted on October 22, 2015 by Nanette BrownComments


When it comes to evaluating customer experience, we all wish there was a silver bullet solution that could tell us the whole story.

In reality, it’s a little more complicated. If you consider just how many separate pieces come together to create the overall shopping experience, it makes sense to measure that experience a number of different ways to paint the full picture.

So, which ways of measuring am I talking about?

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Topics: Mystery Shopping, Customer Satisfaction, Customer Intercepts

Customer Experience Update