Recent Customer Experience Blog Posts

Invite a Human To Sit at the Table

Invite a Human To Sit at the Table

Every time I go to a trade show, I get a bad feeling. There are a thousand booths and each one is exhibiting “the most innovative technology” focusing on improving the customer experience.   Early on, Jeff Bezos, Amazon’s CEO and founder, brought an empty chair into his meetings so leadership teams were forced to think …Continue Reading

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

The Winner Of The 2018 Customer Service Award Goes to…. Best Buy

Filed in Blog, Repeat Business, Retail by on February 6, 2018 0 Comments
The Winner Of The 2018 Customer Service Award Goes to…. Best Buy

In January of 2012 almost every financial analyst was forecasting the demise of Best Buy.  Amazon was Best Buy’s largest competitor with overall annual sales of $61.9B. Five years later Amazon’s sales have almost tripled to $177.8 B. Although Amazon’s consumer electronics business continues to increase, Best Buy has continued to increase its share too. …Continue Reading