Tag: personalized service

Can E-commerce Sites Create Personalized Customer Relationships?

Can E-commerce Sites Create Personalized Customer Relationships?

Can e-commerce sites create personalized customer relationships? As a customer loyalty thought-leader, my answer is always, emphatically, “yes”. Unfortunately, most e-commerce sites are missing a human component and fail to make that critical personal connection. The strongest loyalty or bond is between two people and not a brand or retailer.  Of course, there are exceptions …Continue Reading

How Can Uber Survive? Employ the Human Connection!

Filed in Blog, Customer Experience, Customer Service by on August 29, 2016 0 Comments
How Can Uber Survive?  Employ the Human Connection!

According to Bloomberg, Uber is losing money faster than any technology company ever. Uber lost $1.27 billion in the first half of this year. There are many reasons for   this downslide.  I am an Uber customer and use the car service often.  I think a step to tide the flow of unprofitability is for Uber …Continue Reading

@Uber Customer Service Matches Their Car Service

Filed in Blog, Customer Service by on September 30, 2014 0 Comments
@Uber Customer Service Matches Their Car Service

My son told me to download the Uber app.  I did as he suggested but never had the need to use the service.  I live in Manhattan so there is usually a taxi available. Last weekend we were going into Queens and I thought it was time to contact Uber.  The car arrived within five …Continue Reading

Surprise Customers in Good Ways

Surprise Customers in Good Ways

Too many companies take their customers for granted.  Appreciation is rarely conveyed.  My credo is that it’s vital to continually show customers they matter and surprising them in good ways after the sale helps to build upon the initial relationship and create repeat business. Lands’ End, the primarily catalog mail order and online business is …Continue Reading

Where Have All The Shoppers Gone?

Filed in Blog, Personalizing Service by on August 12, 2014 1 Comment
Where Have All The Shoppers Gone?

According to Moody’s Investor Service, sales at retail stores have declined.  There are many reasons: Shift to on-line sales Less impulse purchasing Pre-sales research about who has the best prices/coupon offerings Low income consumers who cannot afford even discounted prices While I agree these are contributing factors, I think there is a more compelling, underlying …Continue Reading