Apple fans who have made new product launches not-to-be-missed events—dedicating hours and even days to wait in line to be …
Apple to Push Customers from Its Stores to Its Site
10 Thursday Sep 2015
Posted in Chapter 18: Customer Service
Category Archives: Chapter 18: Customer Service
Amazon, Google, and More Are Drawn to Home Services Market
25 Thursday Jun 2015
Posted in Chapter 18: Customer Service
Approximately 85 million customers buy items from Amazon that require some sort of installation or construction, from large screen televisions …
Toys ‘R Us focuses on Giving Customers a Fun In-Store Experience
18 Thursday Jun 2015
The TRU Transformation initiative, which Toys ‘R Us has undertaken in its effort to shore up sagging sales and redefine …
Ratings Now Cut Both Ways, So Don’t Sass Your Uber Driver
09 Monday Mar 2015
Posted in Chapter 18: Customer Service
In a service economy, the idea that the customer is always right seemingly should be even more prevalent. Instead, the …
Hate Checkout Lines? Macy’s Can Help
11 Wednesday Feb 2015
In its efforts to remain relevant and exciting to consumers, especially younger shoppers, Macy’s has adopted multiple in-store technologies that …
How Appealing to Women Has Helped the Home Depot
19 Monday Jan 2015
With the growing recognition that approximately two-thirds of the decisions about home improvements are made by women, Home Depot has …
Nordstrom Continues Digital Push with Trunk Club Deal
18 Tuesday Nov 2014
Posted in Chapter 18: Customer Service
To name its e-commerce division, Nordstrom chose the label “Direct,” and it appears to be taking that name to heart …
In Ambitious Bid, Walmart Seeks Foothold in Primary Care Services
24 Friday Oct 2014
Walmart is a savvy observer of national trends. For example, it recently noted two parallel and prominent developments: First, the …
Should Chronic Returners Be Banned?
14 Tuesday Oct 2014
The responses of retailers to customers who return frequently or in large volumes vary widely. Some continue to embrace the …
Delivery Start-Ups Are Back Like It’s 1999
06 Monday Oct 2014
The latest supply chain trend seems just a little too similar to an old and not particularly successful trend for …
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