Content about Customer experience management

June 7, 2013
May I Help You? Really.

When did providing customer service become an inconvenience for some retail staff?" asks Hamacher Group's Dave Wendland. "Too often I have witnessed reluctance on the part of shoppers to seek help — and if they do, it almost always begins with, 'Sorry for interrupting, but …' Think about that. 'Sorry for interrupting' what?

Perhaps I have become too cynical. But really, when did providing customer service become an inconvenience for some retail staff? Too often I have witnessed reluctance on the part of shoppers to seek help — and if they do, it almost always begins with, “Sorry for interrupting, but …” Think about that. “Sorry for interrupting” what?

January 7, 2013
More adoption of technology could drive retail pharmacy customer loyalty, report finds

More than half of U.S. consumers would not recommend a particular pharmacy to family and friends, according to a new report by a Canadian customer experience management firm.

TORONTO — More than half of U.S. consumers would not recommend a particular pharmacy to family and friends, according to a new report by a Canadian customer experience management firm.

December 19, 2012
Pharmacy retailers can promote brand advocacy with superior customer service, study finds

Customer service is the key driver of brand advocacy in retail pharmacy, according to a new study.

TORONTO — Customer service is the key driver of brand advocacy in retail pharmacy, according to a new study.

September 25, 2012
The pharmacy customer as frequent flyer

The predictability of the chain store shopping experience has long been both a strength and weakness. The quality and experience may be predictably good, but can a shopper have a warm relationship with a store that treats everyone the same? 


The predictability of the chain store shopping experience has long been both a strength and weakness. The quality and experience may be predictably good, but can a shopper have a warm relationship with a store that treats everyone the same? 


Walgreens gets that. So it is transforming its relationship with its customers by getting to know their needs more closely. 


July 31, 2012
L'Oreal USA selects Clarabridge for social media listening initiative

Beauty brand L'Oréal USA is leveraging Clarabridge, a provider of sentiment and text analytics for customer experience management, to monitor what is being said in real time about its 27 brands across social media outlets, including website reviews, product reviews, blogs, Twitter and Facebook.

RESTON, Va. — Beauty brand L'Oréal USA is leveraging Clarabridge, a provider of sentiment and text analytics for customer experience management, to monitor what is being said in real time about its 27 brands across social media outlets, including website reviews, product reviews, blogs, Twitter and Facebook.

The move will enable L'Oréal USA to automatically route consumer insight to the right people and more effectively engage with its consumers.

June 27, 2012
Retailers earn top marks for customer service

Publix, Hy-Vee, H-E-B, Sam's Club, Winn-Dixie, ShopRite and Giant Eagle were among the highest-rated companies for customer service, according to new research from the Temkin Group.

WABAN, Mass. — Publix, Hy-Vee, H-E-B, Sam's Club, Winn-Dixie, ShopRite and Giant Eagle were among the highest-rated companies for customer service, according to new research from the Temkin Group.

Among the winners, grocery chains were the only industry to earn a "strong" rating. Retailers, fast food chains, appliance makers and investment firms rounded out the top five. But consumers gave very low ratings to TV service providers and Internet service providers.

March 8, 2012
Deloitte study predicts ‘Store 3.0’

While the in-store experience is still important to many shoppers, greater consumer adoption of emerging technologies is undoubtedly reshaping the retail landscape.

While the in-store experience is still important to many shoppers, greater consumer adoption of emerging technologies is undoubtedly reshaping the retail landscape. Today, stores are just one part of a larger, more connected consumer experience. For retailers, this means they must rethink how they can transform stores, strategies and operating models into a store of the future: Store 3.0.


February 15, 2012
2012 will be all about the customer

Retailers are set to build customer engagement by investing in information technology and e-commerce, as well as enhancing customer service initiatives and building on mobile platforms, a new report from the National Retail Federation and KPMG found.

WASHINGTON — Retailers are set to build customer engagement by investing in information technology and e-commerce, as well as enhancing customer service initiatives and building on mobile platforms, a new report from the National Retail Federation and KPMG found.

February 15, 2012
Survey: Sam's Club, Publix top in customer experience

Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience.

WABAN, MASS. — Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience.

Sam's Club and Publix led the pack, followed by Starbucks, Subway, Chick-fil-A, Aldi, Winn-Dixie, H-E-B and credit unions.

According to the 2012 Temkin Experience Ratings, in its second year, 76 companies (37% of the total) earned "poor" or "very poor" ratings.

November 17, 2011
PwC: Retailers should enhance services to boost customer experiences

Consumer loyalty isn't driven by rewards programs but shopping experiences that create strong psychological connections, according to a new report from PwC.

NEW YORK — Consumer loyalty isn't driven by rewards programs but shopping experiences that create strong psychological connections, according to a new report from PwC.

May 5, 2011
Shoppers would spend more for good customer service, survey finds

Good customer service sells, according to a new study conducted by American Express.

NEW YORK — Good customer service sells, according to a new study conducted by American Express.

April 4, 2011
Retailers are king of customer experience

Retailers rank among the highest for their customer service, according to a new report by the Temkin Group.

NEW YORK — Retailers rank among the highest for their customer service, according to a new report by the Temkin Group.

The consulting and research firm analyzed responses from 6,000 consumers, found that Amazon.com ranked No. 1 for providing an "excellent" customer experience, coming in with a ranking of 81.3%. A business qualifies for an "excellent" rating when their score is 80% or higher, Temkin said.

May 16, 2010
Hallmark forms Business Connections unit

Hallmark has developed a new business unit to consolidate the greeting card maker's business-to-business offerings....