It’s the key to a great customer experience.
When customer service goes wrong.
Turbocharge your customer service.
Rude staff a turn-off: survey
Aussie retailers predict modest margins
Secret shoppers rate Nespresso.
Australian Service Excellence Awards announced.
Connecting with mobile shoppers.
Discount Drug Stores is trialling a robotic dispensing system in two of its Queensland in hope that it will cut waiting times, increase efficiency and improve customer service.
Ikea has partnered with hipages.com.au to add value to their customer's experience when buying a kitchen.
Commonwealth Bank has launched Support Community as its first online support forum.
StartHere.com.au is seeing customers being won over by customer reviews on service instead of price cashback deals.
It's time for retailers to rethink themselves as selling services and solutions rather than products, Peter Monk for IBM writes.
One of the biggest challenges facing online retailers today is the ability to deliver a high level of consistent customer service. Failure to deliver this has the potential to negatively impact a brand’s reputation and ultimately result in the loss of b
Roamz has announced launch of its social media management solution for bricks and mortar retailers.
Can NBN revive customer service for Australian retailers?
While there’s been hype around how social media plays a role in engaging customers, only a small percentage of consumers have ever used it for a customer service enquiry.
Bad customer service is never easily forgotten whether that’s online or offline. Margarita Peker explains how retailers can maintain good customer service in the age of social media.
Australians have some of the lowest expectations of customer service in world, according to the latest findings of the American Express Global Customer Service Barometer.
Digital signage is a key emerging technology for improving customer experience in physical retail outlets and Dominic Feik from Sumo Visual Group explains how to best way maximise your profits from them.
LogMeIn's Andy Farquharson chats to RetailBiz on how live chat is the online solution for retailers to providing customer service in the e-commerce space.
uVent is a website that let's unhappy customers vent, share and publicise their customer service experience across six categories: finance, telco, utilities, insurance, auto and airlines.
Myer continues to make good progress adapting itself to the changing retail environment but it hasn't been enough to help the company's half-year earnings where NPAT was down 19.8 per cent.
Moi Moi Fine Jewellery has launched an online live chat facility to enhance the bricks and mortar experience for customers by enabling them to chat with staff.
While they dislike the idea of confrontation, Australian consumers are among the most vocal in the world when it comes to bad service and are using social media as their key platform.