Successful companies usually have one common thread: great customer service. They have figured out it is better to play offense on their customers questions and concerns than play defense on their ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Most consumers don’t shop with a brand solely because of the products or services it offers—88% of customers say the experiences they have with that brand are just as important. As such, providing ...

Ho ho, hold the phones! As customer service leaders festoon and fortify their contact centers for the holiday surge, some (er, many!) retailers may be experiencing that “last-minute gift buyer” ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

In recent years, for a variety of reasons — operational changes, challenges in hiring and corporate expense cuts — some retail stores are noticeably light on staff. Since the height of the pandemic, ...

The massive crowds and doorbuster sales can make stores seem like the center of the world during the holiday season, but in truth, retailers are just facilitating someone else’s main event. “It's more ...

One of the paradoxes involved in providing great customer experiences (CX) is that it’s often essentially invisible to the end consumer. Customers don’t always notice when a package arrives on time or ...