The responses of retailers to customers who return frequently or in large volumes vary widely. Some continue to embrace the …
Should Chronic Returners Be Banned?
14 Tuesday Oct 2014
Category Archives: Chapter 18: Customer Service
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 …
What’s the Rush for Same-Day Delivery?
30 Wednesday Jul 2014
It isn’t just Amazon. Several notable retailers, including Walmart and eBay, also are pursuing the goal of same-day delivery, promising …
The Feedback Loop: More Data Doesn’t Always Mean Better Customer Service
04 Wednesday Jun 2014
Posted in Chapter 18: Customer Service
Tags
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
Tags
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 …
You must be logged in to post a comment.