Many retailers are focused on providing a seamless experience in the store, on the web or anywhere customers want to shop as they strive to enhance customer engagement, collect and analyze customer behavior and personalize the experience, according to the newly released Boston Retail Partners 1st Annual CRM/Unified Commerce Benchmark Survey.
Symphony Health Solutions — a provider of high-value data, analytics and technology solutions for healthcare and life sciences manufacturers, as well as payers and providers — on Tuesday named Robert Gabruk as SVP customer success and insights.
J.D. Power, in conjunction with Fortune Custom Publishing, recognized 50 companies that demonstrate the ability to provide the highest level of customer service based on their most important critics — their customers.
When did providing customer service become an inconvenience for some retail staff?" asks Hamacher Group's Dave Wendland. "Too often I have witnessed reluctance on the part of shoppers to seek help — and if they do, it almost always begins with, 'Sorry for interrupting, but …' Think about that. 'Sorry for interrupting' what?
The predictability of the chain store shopping experience has long been both a strength and weakness. The quality and experience may be predictably good, but can a shopper have a warm relationship with a store that treats everyone the same?
Beauty brand L'Oréal USA is leveraging Clarabridge, a provider of sentiment and text analytics for customer experience management, to monitor what is being said in real time about its 27 brands across social media outlets, including website reviews, product reviews, blogs, Twitter and Facebook.
Retailers are set to build customer engagement by investing in information technology and e-commerce, as well as enhancing customer service initiatives and building on mobile platforms, a new report from the National Retail Federation and KPMG found.
Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience.