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Regardless of whether a retailer is a global or a local brand, the task of providing a consistent, rewarding, and exceptional consumer experience is no easy one. One potential approach is to collaborate with a business process outsourcing firm, an external service provider that specializes in providing an exceptional retail customer experience. A forthcoming webinar entitled “Optimizing Your Customer Experience: … Read more

Today’s consumers seamlessly traverse digital touchpoints, moving from Instagram inspiration to mobile web browser comparison shopping to purchasing through the app and picking up in-store. In order to thrive in the retail industry, retailers must meet the increasing expectations of consumers for unified experiences throughout their decision-making processes. Failure to do so will result in abandoned baskets, dissatisfied users, and, … Read more

In the realm of client services, it can be overwhelming to attempt to remain current with the changing preferences and heightened expectations of your clients. Additionally, in the present day, a single exceptional service or product is insufficient; it must be complemented by exceptional customer service, a seamless sales portal, consultancy services, and any other necessary elements to ensure that … Read more

La Room, an online South Korean women’s apparel brand, encountered an increasing challenge with customer service as its client base expanded over the past decade. The internal customer service staff was responsible for addressing 350 to 500 customer inquiries per day, primarily regarding the anticipated delivery time of an ordered item. These inquiries covered a broad spectrum of subjects. It … Read more

Retail is on the precipice of a renaissance, which will be characterized by great advancement and economic revival, yet to get there, retailers need to start by acknowledging that no matter where they operate in the world there is a compelling need to exercise commercial discipline. Additionally, a recognition that the metrics of yesterday’s retail will not be sufficient to … Read more

The phrase “the customer is always right” is likely to be familiar to those who work in the retail or service sector. The Swiss hotelier César Ritz, who is renowned for the Ritz in Paris and the Carlton in London, is the source of the quotation “Le client n’a jamais tort,” which essentially translates to “the customer is never wrong.” … Read more

The employment scenario in retail is robust when considering career opportunities; federal labor statistics indicate that more than half a million positions are available annually. The retail service skills required to work for a retailer or brand are just as robust. The list includes everything from customer service skills to leadership to time management to empathy as today’s retail worker … Read more

Whether in a physical store, online, or through a social media shopping interaction, the front-line retail employee of today is essential for the retail customer experience, brand loyalty, and customer satisfaction. Competence in ringing up sales, stacking inventory and organizing displays was once the main essential strengths of a retail associate but the job requires many more essential strengths given … Read more

Conundrum. Personalization necessitates the acquisition of consumer data, but it also fosters trust, loyalty, and conversion. Pew Research indicates that 79% of Americans are apprehensive about the manner in which companies utilize their data. In an era of heightened data sensitivity, retailers will increasingly encounter this paradox: how do we foster trust while providing personalized experiences to consumers who demand … Read more

Retailers and their loss prevention or asset protection teams may encounter a challenging situation when confronted with retail larceny or deception. Softly confronting the issue may result in an increase in incidents, while rigorously confronting it may result in a decrease in consumer loyalty. Although there are instances of loss that are obvious, such as a shoplifter entering a store … Read more