Customer Experience

Interviews

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What Makes a Bad Shopping Experience?

Jan 03, 2019

Customer service can make or break a company's reputation. It's also a leading reason why consumers choose to abandon a retailer and take their money elsewhere.

Challenges and Solutions for Customer Retention

Dec 14, 2018

Retailers often focus on customer acquisition—a costly prospect—at the expense of customer retention. Instant gratification can be a bigger incentive than building loyalty over time.

Customer Service Expectations Are Evolving

Dec 13, 2018

Due to the growing number of channels available and younger consumers reaching adulthood, expectations for customer service have been changing.

Shoppers Still Need In-Person Interaction

Dec 12, 2018

Despite the ubiquity of online shopping, consumers still rely on face-to-face interaction in the path to purchase, whether it be for getting product information, seeing in-person demos or tracking down items in other stores.