The next thing you try on at the mall might be a virtual reality headset. No longer relegated to video gamers, VR is coming to amusement parks, movie theaters and classrooms. But the technology presents a major opportunity for retailers as they try to lure fickle shoppers into their stores, particularly as consumers shift more of their buying habits online.
If the customer is "at the center of everything," so, too, should be a company's system for managing customer relationships. In other words, customer relationship management software needs to be more than just a way to handle queries about products or fielding feedback from clients.
A "hat trick" refers to scoring three goals in a game. A remarkable feat for most players and certainly worthy of doffing your hat to honor the player. In magic, a hat trick describes the infamous illusion of pulling something out of an empty hat, typically a rabbit.
Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent with two of three consumers likely to experience rage during an interaction with a customer service rep. About 54 percent of gift recipients this past holiday season will be dealing with at least one problem regarding a gift or service received from a friend or family member.
Customer service is an indisputably important factor when it comes to online retail. Good customer service can be the greatest sales asset a retailer can have, encouraging loyalty and word-of-mouth recommendations. But bad customer service cannot only see a particular sale lost in an instant, but long-term irreparable damage done to the brand.
The last decade has seen many technological advancements in known payment environments. The introduction of point-of-sale systems has changed payment experiences by replacing cash registers in many scenarios. Credit cards have become a preferred mode of payment and more merchants are working toward accepting them.
Shopping season means waiting in line. But this year may be even worse. New chip technology in credit cards is making consumers' purchases safer but also appears to be causing longer lines at some retailers.