miércoles, 25 de febrero de 2015

Getting Back To Customer Service Basics; Putting The 'Person' In Personalization

For as long as retail has existed, so has customer service. One would argue that the two go hand-in-hand, and that a retailer cannot continue to exist — let alone excel — without exemplary customer service. 
Consumers are using their smartphones more frequently throughout the browsing and buying journey. As a result, their overall expectations of mobile offers and interactions are increasing.

While 44% of consumers want to earn and redeem loyalty points through their mobile phones, only 31% currently have these capabilities.
The proliferation of business technologies is creating greater scope than ever for automating customer service processes, but how do retailers ensure these capabilities deliver an effective, personalized experience?
As many as 60% of retailers admitted that they do not have reliable or sufficient data to ensure their targeting efforts are successful, according to a COLLOQUY report.
The report, titled: Ally In Aisles And Online, outlines the top challenges that retailers face in providing a seamless and secure experience to customers.
Fashion retailers are tasked to keep pace with the most recent trends, as well as competitor prices and customer demands.To boost sales and customer loyalty, these organizations must keep a constant pulse on trends and results, and improve collaboration across the entire business.
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