It isn’t just Amazon. Several notable retailers, including Walmart and eBay, also are pursuing the goal of same-day delivery, promising …
What’s the Rush for Same-Day Delivery?
30 Wednesday Jul 2014
Category Archives: Chapter 18: Customer Service
The Feedback Loop: More Data Doesn’t Always Mean Better Customer Service
04 Wednesday Jun 2014
Posted in Chapter 18: Customer Service
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Even as increasing numbers of retailers actively seek out customer feedback through online surveys or follow-up telephone contacts, experts are …
BMW Tosses Salesmen for ‘Geniuses’
07 Monday Apr 2014
BMW is completely changing the car buying experience for its customers. The company is employing fewer sales people, ripping out …
In War for Same-Day Delivery, Racing Madly to Go Last Mile
27 Thursday Feb 2014
Online retailers like Amazon and eBay are trying to differentiate themselves by offering same-day delivery. Even though retailers possess advanced …
Say Goodbye to the Car Salesman
21 Friday Feb 2014
Posted in Chapter 18: Customer Service
Car salesman used to spend hours on the showroom floor convincing customers of the benefits of a particular car in …
Russian Service, and With Please and Thank You
13 Thursday Feb 2014
Posted in Chapter 18: Customer Service
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Aeroflot is a Russian airline service that is working diligently to change the face of the Russian service industry. Russian …
Is From Store Shipping the Future of Brick-and-Motor Stores?
04 Monday Nov 2013
Retailers are taking drastic measures to compete with Amazon. One strategic initiative, known as Ship from Store, turns store locations …
How Can Retailers Make Checkout Waits More Bearable?
10 Tuesday Sep 2013
Posted in Chapter 18: Customer Service
Many retailers use service quality as a predictor of future growth and market share. One way that retailers can increase …
Do Beauty Consultants Make Sense for Target?
23 Friday Aug 2013
Posted in Chapter 18: Customer Service
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Target is expecting to roll out its Beauty Concierge program to over 200 stores this summer. It was recently introduced …
REI is Now Limiting Returns to One Year
21 Wednesday Aug 2013
REI’s generous return policy has earned it the nickname “Rental Equipment, Inc.” For years customers have taken advantage of the …
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