Customer Service

Amazon’s New Return Policies Give Brick & Mortar a New Life

Amazon’s New Return Policies Give Brick & Mortar a New Life

It finally happened! It could be a watershed moment for retailers, but more importantly for the consumer. How so?  The old adage, measure twice, cut once.  Consumers can be more thoughtful and precise about how they order and how much.  Amazon’s return policies allowed customers to make returns hassle-free. Now they are internally reviewing this process …Continue Reading

The More, The Merrier! Staff to Help Customers in Grocery Stores

The More, The Merrier!  Staff to Help Customers in Grocery Stores

We all have to eat.  Where we buy our groceries is a matter of choice and there are many.  However, even with the option of the digital marketplace, Americans shop at the physical grocery store and spend a good portion of their budget there.  According to a Wall Street Journal article by Heather Haddon, on …Continue Reading

Why Customer Service Training Fails and How to Avoid It

Why Customer Service Training Fails and How to Avoid It

Today we are excited to share with you a guest blog from Jeff Toister. Experienced customer service managers give it two weeks. That’s the maximum amount of time you see employees increase their effort and service focus immediately after the typical customer service training class. However, it is often much less. Most employees have good …Continue Reading

Customer Expectations Work Both Ways: Know When to Engage, and When to Step Back

Customer Expectations Work Both Ways: Know When to Engage, and When to Step Back

This week’s CX Beat post is in response to A Tricky Little Customer Service Secret: Wowing Customers Can Turn Them Off (If You Do It Wrong), by Micah Solomon. No matter the industry, any time that frontline representatives are at work, they are learning how to deal with and manage customer expectations. While typically, the …Continue Reading

Deep CX Thoughts: Episode Nine – Retail Loyalty

Deep CX Thoughts: Episode Nine – Retail Loyalty

In this week’s episode, we draw attention to the fact that despite having the latest technology, only retail stores with dedicated associates who wish to help customers will see high return rates. #DeepCXThought