In addition to providing retail and repair services, Apple has a new goal in mind for its retail stores: provide …
Will Apple Turn Its Stores into Something More than Stores?
24 Tuesday Jan 2017
Category Archives: Chapter 18: Customer Service
Rent the Runway Snapchats Customers the Right Fit
11 Friday Nov 2016
For the fashion rental retailer Rent the Runway, getting a customer’s order right is critical on multiple levels. Most customers …
When the Shop Looks a Lot Like Home
09 Wednesday Nov 2016
In this think piece, the author offers his views on where retail stores are today, and why. Tracing the development …
Finding the Right Balance Between Automation and People
29 Friday Jul 2016
Posted in Chapter 18: Customer Service
If, as appears likely, the minimum wage increases to $15 for much of the United States, retailers might be bearing …
How Barneys Is Digitizing its New York City Flagship Store
09 Monday May 2016
The title of this article suggests that Barneys’ latest moves are all about digital. And though digital advances are clearly …
Will Humans Shop at a Store Run Mostly by Robots?
29 Friday Apr 2016
Posted in Chapter 18: Customer Service
Tags
For shy or introverted shoppers, who find the prospect of interacting with sales clerks unpleasant, one of Sprint’s Japanese divisions …
Fashioning a Winning Strategy: The Top 5 Trends for Apparel Retailers in 2016
29 Monday Feb 2016
Tags
Customer Relationship Management, Customer service, Managing Merchandise Planning, Store Layout, Types of Retailers
According to a company that works closely with retailers to predict new trends and customer demands, the new year will …
Why Is Social Media Not Working for Customer Service?
10 Wednesday Feb 2016
Posted in Chapter 18: Customer Service
Even as more and more shoppers seek to gain access to retailers through social media—with some studies indicating that 20 …
Three Reasons Amazon Is Everyone’s Competitor
12 Tuesday Jan 2016
The competition between Amazon and some retailers is evident and obvious (think Walmart, Target, Barnes & Noble, Staples, and so …
Drawing a Line on Checkout
28 Wednesday Oct 2015
Posted in Chapter 18: Customer Service
In previous newsletters, we’ve described how advanced technology might continue to increase the speed at which customers can get through …
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