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The competition between Amazon and some retailers is evident and obvious (think Walmart, Target, Barnes & Noble, Staples, and so …
12 Tuesday Jan 2016
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The competition between Amazon and some retailers is evident and obvious (think Walmart, Target, Barnes & Noble, Staples, and so …
18 Wednesday Nov 2015
Posted Retail Tidbits
inSeveral recent surveys offer some conflicting insights about the role of cashiers, and the appeal of self-checkout, in retail settings. …
28 Wednesday Oct 2015
Posted Chapter 18: Customer Service
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In previous newsletters, we’ve described how advanced technology might continue to increase the speed at which customers can get through …
10 Thursday Sep 2015
Posted Chapter 18: Customer Service
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Apple fans who have made new product launches not-to-be-missed events—dedicating hours and even days to wait in line to be …
25 Thursday Jun 2015
Posted Chapter 18: Customer Service
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Approximately 85 million customers buy items from Amazon that require some sort of installation or construction, from large screen televisions …
18 Thursday Jun 2015
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The TRU Transformation initiative, which Toys ‘R Us has undertaken in its effort to shore up sagging sales and redefine …
09 Monday Mar 2015
Posted Chapter 18: Customer Service
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In a service economy, the idea that the customer is always right seemingly should be even more prevalent. Instead, the …
11 Wednesday Feb 2015
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In its efforts to remain relevant and exciting to consumers, especially younger shoppers, Macy’s has adopted multiple in-store technologies that …
19 Monday Jan 2015
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With the growing recognition that approximately two-thirds of the decisions about home improvements are made by women, Home Depot has …
18 Tuesday Nov 2014
Posted Chapter 18: Customer Service
inTo name its e-commerce division, Nordstrom chose the label “Direct,” and it appears to be taking that name to heart …