Customer Service

Do Loyalty Programs Lock-In Loyalty?

Do Loyalty Programs Lock-In Loyalty?

Do loyalty programs really work?  Possibly, but they only generate long-term results when coupled with a human-to-human component.  According to a recent article in The Wall Street Journal, Macy’s Faces a Test of Loyalty, the company recently released a financial statistic rarely disclosed.  Nine percent of Macy’s customers account for 46 percent of their sales. …Continue Reading

Does Self-Serve Drive Customer Loyalty?

Does Self-Serve Drive Customer Loyalty?

The short answer is no. Yes, self-serve can make a customer experience faster and potentially more efficient, but does nothing to create and build customer relationships. Without a human relationship, your business is vulnerable to competition globally, electronically and from a competitor who sets up shop next door. Nearly half of retail workers are at …Continue Reading

How Smaller Ecommerce Brands Handle Customer Service & What You Can Learn

How Smaller Ecommerce Brands Handle Customer Service & What You Can Learn

Today I am excited to share with you a guest post from Patrick Foster. Smaller ecommerce brands can’t compete on price, so they often compete on experience instead. Niche stores rely on visual social media, irreverent product copy, intriguing packaging, and exceptional customer experiences to improve brand engagement and client retention rates.  People-powered ecommerce businesses …Continue Reading

7 More Tips to Turn First Time Shoppers Into Repeat Customers

7 More Tips to Turn First Time Shoppers Into Repeat Customers

As promised, the remaining 7 tips to generate repeat business.  We said this in last week’s blog but it is worth repeating:  Generating repeat business does not happen in a vacuum.  There must be a plan complete with a structure for training and execution.  Read the tips 8 through 14 and review the first 7. …Continue Reading

7 Tips to Turn First Time Shoppers Into Repeat Customers

7 Tips to Turn First Time Shoppers Into Repeat Customers

Brick & mortar retailers are complaining about the dramatic reduction in customer traffic.  But, very few companies have a plan in place to turn a first time shopper into a repeat customer. In fact, most companies don’t have that concept, creating repeat business, front and center as a vital piece of their overall approach.  Most …Continue Reading