Taking a journalistic approach to brand storytelling and integrated marketing content. Otherwise curating an online journal documenting our journeys on public transit in San Francisco.
As consumer anxiety ratchets higher, so is the opportunity, for retailers, to respond in kind—kind being the operative word.
Equipping your customer service teams with the knowledge to assist customers is an essential component of scaling support operations, but support is just one function that stands to benefit from proper knowledge management practices. Gathering, organizing, and deploying the tacit knowledge found all over an organization can empower teams across a business.
"Don't create products people don’t want" may be the ultimate way to remain customer-focused as a business, and direct-to-consumer (D2C) retailers may have the best shot at successfully following through on this deceptively simple guiding principle.
Phone support has long been the anchor of the customer contact center, evolving from the legacy phone lines of the past to today’s cloud-based call center software solutions. There are lots of reasons to continue investing in call center software, even as newer channels like live chat and self-service gain ground.
Infographic describing how messaging apps can help a business turn missed connections with customers into long-term relationships.
The necessary business of being a public citizen—which includes registering to vote, going to the post office, paying taxes, and more—doesn't have to be the tedious experience we’ve made it out to be. Especially since a seamless returns process or a painless billing adjustment over the phone in retail and other industries can sometimes provide a sharp contrast. But: It's complicated.
Women drive the majority of consumer spending in the United States. It sounds empowering, and, perhaps to many of my fellow women, it is.
But as a woman and rampant retail consumer, it often feels like a backhanded compliment.
[collaboration with post author, the subject-matter expert]
As community forums become essential tools for scaling support, it’s natural for companies to need some help keeping things organized, ensuring the conversation runs smoothly and everyone can tap into the wisdom of the crowd. That’s where moderators come in: to help your community grow into, and remain, a destination.
Some experts—and even Google—have a hard time distinguishing between customer support vs. customer service. The difference is nuanced, but it’s one that many companies overlook to their detriment. Because understanding the difference, as well as the overlap, enables your business to provide the best care that your customers deserve.
In addition to fresh starts and earnest resolutions, January calls tens of thousands of retailers to New York City to convene for the largest industry conference of the year. The National Retail Federation's annual Big Show is something altogether different than the glitz and glam of fashion week; instead, fashion takes a back seat to the vast array of technologies that power the truly complex behind-the-scenes processes that bring consumer products and experiences to life in-store and online.
Business is becoming even more like a mullet than we thought. Bear with me.
We seem to agree that a sense of customer empathy should be embedded into our day-to-day work, and turning these intentions into a strategy and unified organizational vision is an essential evolution of that idea. Doing so ensures that everything a company does, not only the work of individual contributors or customer-facing roles, is considered from the customer point of view.