customer service Archives - Inside Retail

Online shoppers express anger over poor customer service

Global Retail Brands is facing a slew of negative online reviews over slow deliveries and missing items.

Invest in CX – but not for CX sake

Customer experience strategies are about more than the ‘fun’ stuff – so why are retailers still getting it wrong?

Long wait times driving bad customer service experiences

New report reveals business impact of bad customer service.

AI improves customer loyalty and revenue

The implementation of AI has led to improved revenue for 70 per cent of research respondents.

Is it time to ditch the NPS?

The NPS was launched in an era before Facebook, Instagram, LinkedIn and Snapchat. Is it still relevant?

The end of customer service

Is it any small wonder that we are witnessing the end of a retail era?

When the smoke clears, it’s all about product and experience

The management view that everything can be cut down to ‘international benchmarks’ is formulaic nonsense.

Customer service: a spontaneous echo

No amount of indoctrination will enthuse demonstrable passion from team members unless there is meaningful engagement.

Retail – no place to hide

Why retail is, and always has been, an open and honest industry.

Customer services biggest mystery

Debunking the appraisal of customer experience, as a result of cumulative averages and aggregates.