Customer Service: The Art Of Making Your Customers Love You [Infographic]

More retailers are focusing on improving the customer service experience. In fact, 70% of retailers providing quality customer service said they’re using the feedback to “make strategic business decisions.” 

Not providing good customer service can impact sales: 86% of consumers have stopped doing business with a company due to a negative service experience, while 78% said they chose not to complete a transaction/purchase based on their bad experience. This infographic, courtesy of The National Business Research Institute, highlights the importance of customer service as well as tips for retailers to provide an “unforgettable customer service” experience.

Continue reading “Customer Service: The Art Of Making Your Customers Love You [Infographic]”

Customer Service: The Art Of Making Your Customers Love You [Infographic]

More retailers are focusing on improving the customer service experience. In fact, 70% of retailers providing quality customer service said they’re using the feedback to “make strategic business decisions.” 

Not providing good customer service can impact sales: 86% of consumers have stopped doing business with a company due to a negative service experience, while 78% said they chose not to complete a transaction/purchase based on their bad experience. This infographic, courtesy of The National Business Research Institute, highlights the importance of customer service as well as tips for retailers to provide an “unforgettable customer service” experience.

Continue reading “Customer Service: The Art Of Making Your Customers Love You [Infographic]”

Tackling The Personalization Imperative

Personalized-Marketing

 

Following is Part 1 of the Retail TouchPoints series focused on Personalization Strategies That Work. In the next installment, three retailers will explain how they have optimized their marketing strategies to better engage consumers. Part 2 will appear in the May 7 newsletter.

Personalized-MarketingThe continual evolution of the omnichannel consumer has prompted retailers to rethink and revise their marketing and engagement strategies across digital and physical channels.

In light of shoppers’ increasing digital expertise and overall savvy when it comes to finding the best buy, retailers must remain competitive by providing the right product at the ideal price. Furthermore, these products must be revealed at the perfect time during consumers’ browsing and buying journeys, according to research from the e-tailing group and MyBuys.

Continue reading “Tackling The Personalization Imperative”

Tackling The Personalization Imperative

Personalized-Marketing

 

Following is Part 1 of the Retail TouchPoints series focused on Personalization Strategies That Work. In the next installment, three retailers will explain how they have optimized their marketing strategies to better engage consumers. Part 2 will appear in the May 7 newsletter.

Personalized-MarketingThe continual evolution of the omnichannel consumer has prompted retailers to rethink and revise their marketing and engagement strategies across digital and physical channels.

In light of shoppers’ increasing digital expertise and overall savvy when it comes to finding the best buy, retailers must remain competitive by providing the right product at the ideal price. Furthermore, these products must be revealed at the perfect time during consumers’ browsing and buying journeys, according to research from the e-tailing group and MyBuys.

Continue reading “Tackling The Personalization Imperative”

A Reimagined Road Map To EMV

Payment

This is Part 1 of a three-part feature covering Payment issues in retail. Part 2 will appear in the May 7 newsletter.


With
Paymentcredit card issuers and retailers dragging their heels, how long will it take for EMV to really take hold? And how painful a process is this going to be?

The retail industry is currently facing the perfect storm for migrating from magnetic stripes to more secure EMV enabled smartcards. Europay, MasterCard & Visa (EMV), the global and interoperable standard for payments cards, was set nearly two decades ago. Payment networks and international retailers alike agree that EMV is one of the most effective security safeguards against fraud. And the U.S. currently accounts for a whopping 47% of global credit and debit card fraud, according to a 2011 report from The Nilson Report. 

Yet the path to widespread adoption of EMV chip cards has been painfully slow among U.S. players. In fact, a survey released by ACI Worldwide, an international provider of payment systems, reveals that 56% of respondents say retailers are “unprepared” or “very unprepared” to meet U.S. EMV migration deadlines. Only 2% of respondents think retailers are “very prepared.”

Continue reading “A Reimagined Road Map To EMV”

A Reimagined Road Map To EMV

Payment

This is Part 1 of a three-part feature covering Payment issues in retail. Part 2 will appear in the May 7 newsletter.


With
Paymentcredit card issuers and retailers dragging their heels, how long will it take for EMV to really take hold? And how painful a process is this going to be?

The retail industry is currently facing the perfect storm for migrating from magnetic stripes to more secure EMV enabled smartcards. Europay, MasterCard & Visa (EMV), the global and interoperable standard for payments cards, was set nearly two decades ago. Payment networks and international retailers alike agree that EMV is one of the most effective security safeguards against fraud. And the U.S. currently accounts for a whopping 47% of global credit and debit card fraud, according to a 2011 report from The Nilson Report. 

Yet the path to widespread adoption of EMV chip cards has been painfully slow among U.S. players. In fact, a survey released by ACI Worldwide, an international provider of payment systems, reveals that 56% of respondents say retailers are “unprepared” or “very unprepared” to meet U.S. EMV migration deadlines. Only 2% of respondents think retailers are “very prepared.”

Continue reading “A Reimagined Road Map To EMV”

Will Showrooming Hinder 2013 Holiday Sales?

EVP4-30

EVP4-30With Showrooming, a consumer visits a brick-and-mortar store to research a product first-hand. But what happens next stops the sale in its tracks. Empowered by mobile information, the consumer finds a better deal from a competitor and strolls away — not a penny spent at your store.

If you’re a retailer with a brick-and-mortar store, you can bet Showrooming will impact your revenue. But just how concerned should you be?

In a January 2012 Pew Internet & American Life Project report, The rise of in-store mobile commerce, by Aaron Smith, store shopping behavior was observed around the 2011 winter holiday season. The findings show that over half of U.S. cell phone owners used their phones while in the store to seek help with purchasing decisions: 25% to gather price comparisons; 24% to look up online reviews; and 38% to call a friend for advice. In addition, 19% of those who searched for a better price via phone eventually bought the product online. That’s a sizeable hole in the brick-and-mortar store’s revenue.

Continue reading “Will Showrooming Hinder 2013 Holiday Sales?”

Will Showrooming Hinder 2013 Holiday Sales?

EVP4-30

EVP4-30With Showrooming, a consumer visits a brick-and-mortar store to research a product first-hand. But what happens next stops the sale in its tracks. Empowered by mobile information, the consumer finds a better deal from a competitor and strolls away — not a penny spent at your store.

If you’re a retailer with a brick-and-mortar store, you can bet Showrooming will impact your revenue. But just how concerned should you be?

In a January 2012 Pew Internet & American Life Project report, The rise of in-store mobile commerce, by Aaron Smith, store shopping behavior was observed around the 2011 winter holiday season. The findings show that over half of U.S. cell phone owners used their phones while in the store to seek help with purchasing decisions: 25% to gather price comparisons; 24% to look up online reviews; and 38% to call a friend for advice. In addition, 19% of those who searched for a better price via phone eventually bought the product online. That’s a sizeable hole in the brick-and-mortar store’s revenue.

Continue reading “Will Showrooming Hinder 2013 Holiday Sales?”