Content about Customer service

May 9, 2013
Dillard’s taps OpinionLab for customer feedback solution

Chicago -- Dillard's has selected OpinionLab to extend its omnichannel “Voice of Customer” program including its digital, mobile and in-store experiences, with precise insight into what its customers want and need.

OpinionLab's patented solutions allow Dillard’s to systematically interpret customer feedback across all of Dillard’s brand touchpoints, including mobile platforms, online and in-store. Now, Dillard’s can monitor and optimize the customer experience in real-time with an end-to-end solution set that includes research design, data collection and integration, analysis and reporting. Location-specific, context-rich insight can be fed across the organization, from managers through executives, for the greatest impact from the voice of the customer.

“At Dillard’s, we are committed to providing the very best customer service and a great experience for our customers regardless of where they shop – whether that’s in our stores, at Dillards.com or through their mobile phones,” said Woody Chin, CIO of Dillard’s. “We believe our decision to select the global leader in Voice of Customer, is a true testament of our commitment – making it even easier for our customers to provide feedback and for our company to act on that feedback.”

Chicago -- Dillard's has selected OpinionLab to extend its omnichannel “Voice of Customer” program including its digital, mobile and in-store experiences, with precise insight into what its customers want and need.

December 27, 2012
Amazon sets standard in customer satisfaction survey

Amazon remains at the head of the class in terms of customer service, according to the annual Holiday E-Retail Satisfaction Index released Thursday by customer experience analytics firm ForeSee.

Ann Arbor, Mich. -- Amazon remains at the head of the class in terms of customer service, according to the annual Holiday E-Retail Satisfaction Index released Thursday by customer experience analytics firm ForeSee.

December 19, 2012
Kroger tops consumer survey for customer service

Survey results released by customer experience management firm Empathica Inc. revealed that customer service is the key driver of brand advocacy in retail pharmacy.

Toronto, Ontario, Canada -- Survey results released Wednesday by customer experience management firm Empathica Inc. revealed that customer service is the key driver of brand advocacy in retail pharmacy.

In the survey, during which the Empathica Consumer Insights Panel surveyed consumers on their perception, attitude and opinion towards the retail pharmacy experience, Kroger ranked highest in customer service among both mass and small-chain pharmacies.

June 27, 2012
Lowe's teams with Microsoft to improve customer service

Microsoft said that Lowe's Home Improvement is engaging its services to help improve customer service.

Redmond, Wash. -- Microsoft said Wednesday that Lowe's Home Improvement is engaging its services to help improve customer service. The retailer will implement Microsoft Office 365 across more than 1,745 stores, 200,000 employees and its corporate offices in the United States, Canada and Mexico.

Office 365 will help Lowe’s improve customer service by providing collaboration tools to increase communication among its stores and employees.

December 29, 2011
E-commerce survey: Amazon tops in holiday service; Gap lags

Survey results released Wednesday by customer experience analytics firm ForeSee found that Amazon has continued its trend of high customer service, while other online retail experiences suffered in 2011.

Ann Arbor, Mich. -- Survey results released Wednesday by customer experience analytics firm ForeSee found that Amazon has continued its trend of high customer service, while other online retail experiences suffered in 2011.

According to ForeSee’s annual Holiday E-Retail Satisfaction Index,
Amazon climbed two points to score 88 on the study’s 100-point scale, registering the highest score from any retailer in 14 consecutive studies.

December 19, 2011
Survey: Consumers likely to share opinions on customer service

A survey released Monday by Spherion Staffing Services said that when consumers have a positive customer service experience, they are more likely than ever before to share their opinions than in previous years, especially via social media, online review sites, and with the company itself.

Fort Lauderdale, Fla. -- A survey released Monday by Spherion Staffing Services said that when consumers have a positive customer service experience, they are more likely than ever before to share their opinions than in previous years, especially via social media, online review sites, and with the company itself.

September 21, 2011
Not All Customer Experiences Are Created Equal

By Katrina Gosek, director of product marketing, Endeca

By Katrina Gosek, info@endeca.com

May 3, 2011
American Express survey: U.S. consumers will spend 13% more for good customer service

Americans are placing an even greater premium on quality customer service this year, with 70% willing to spend an average of 13% more with companies they believe provide excellent customer service, according to the American Express Global Customer Service Barometer.

New York City -- Americans are placing an even greater premium on quality customer service this year, with 70% willing to spend an average of 13% more with companies they believe provide excellent customer service, according to the American Express Global Customer Service Barometer. This is up from 2010, when 58% said they would spend an average of 9% more for great service.

March 7, 2011
Charmed Concept

Charming Charlie took a simple idea — arranging merchandise by color — and has parlayed it into a burgeoning fashion accessories retail empire, recognized in 2010 by the International Council of Shopping Centers as one of its premier “hot concepts.”

February 23, 2011
Creating customer-centric service at the return counter

More and more retailers are seeking innovative ideas to deliver customer service excellence at the return desk in an attempt to set them apart from the competition and make a first-rate impression with consumers.

By Robert E. Walters, bwalters@theretailequation.com

January 6, 2011
Who is my eStore manager?

Coming out of a Macy's store a man introduced himself as the store manager and thanked us for shopping at Macy's. Driving back home my 7 year old daughter asked me: “Dad who is the store manager when you buy at home on your laptop?” Hmmm…never thought about that before.

By Manish Lonial and Akhilesh Srivastava  manish_lonial@infosys.com, Akhileshcs@infosys.com

November 11, 2010
Retailers: Holiday sales will hinge on multichannel support

Is it ever too early to start planning for the holiday rush? Not in the retail sector, where revenue expectations rely on that all-important spike in fourth quarter sales.

By Bridget Trask, Bridget.trask@convergys.com

Is it ever too early to start planning for the holiday rush? Not in the retail sector, where revenue expectations rely on that all-important spike in fourth quarter sales. Every day counts, especially this year, when retailers will feel the full impact of a major change in the marketplace -- growth in customer demand for a shopping experience via multiple interaction channels.

August 31, 2010
Focus on: Preventing Return Fraud

Return fraud and abuse is a year-round challenge, with estimates of industry losses ranging...

July 6, 2010
American Express survey: Customers will spend more with companies that provide excellent service

A majority of Americans report that quality customer service is more important to them in...

October 27, 2008
CRI Unveils ‘Best Customer Service’ Perceptions Results

Corporate Research International released on Monday the third quarter 2008 results of RealPeopleRatings.com, its quarterly...

February 29, 2008
Customer Service Is King

Customer service is getting its due, as more and more retailers are betting on...

August 31, 2007
Culture Conscious

While all retailers claim to deliver good customer service, a recent incident proved that...

August 30, 2007
Culture Conscious

While all retailers...

June 26, 2007
Survey Names Top Customer-Service Retailers

Findlay, Ohio, Nordstrom,...

May 31, 2007
Have Tech, Will Shop

In a recent study conducted by the Newton Upper Falls, Mass.-based Retail Systems Alert Group,...