The bookstore industry has been hit hard by the changing times. Bookstores are slowly disappearing, and the industry climate remains dim and challenging. Learn how Mitch Kaplan’s Books & Books bookstores are coping – and surviving.
Category: Customer Service
It is essential for leaders to understand that customer service is the lifeblood of their business. Without satisfied customers, there is no cash. And without satisfied and engaged employees there are no customers – satisfied or not! Here’s a look at what the most successful corporations, organizations and companies are doing different.
I cut off my service with Verizon Wireless last week because of my constant dissatisfaction with the quality of service. My reception is always spotty, especially when I go into stores and in the subway. Even worse, my data reception would go on and off for hours, even days. Then there’s the issue of my […]
[tweetmeme]Lenox.com recently redesigned their website to enhance customer experience. But like many retailers, particularly small businesses, they don’t know what users really want from their site. It’s hard to improve customer experience when you don’t know where to start. The home decor, jewelry, and dining and entertaining retailer then conducted an extensive market study of […]
[tweetmeme]eM+C magazine has a good interview with the pet supply store DrsFosterSmith.com on their secrets to customer service success. This 25-year old retailer is renowed for their excellent customer service. In fact, DrsFosterSmith.com has been named by Foresee Results’ Spring 2008 Top 100 Online Retail Satisfaction Index as the nation’s fourth ranked retailer in terms […]
[tweetmeme] I’ve come across the book “Tales of Knock Your Socks Off Service: Inspiring Stories of Outstanding Customer Service” by Kristin Anderson and Ron Zemke.” If you want to get ideas of how to provide excellent customer service, this book will inspire you. Some examples of how the big boys gave excellent service: Target StoresA […]
Internet Retailer magazine conducted a survey on the customer service tools used by top online businesses. It is good to look at the results and incorporate these tools in your website as well. Here are some results from the study: Which self service tools do you have on your website (check all that apply)? Order […]
[tweetmeme]”Customer service” encompasses various elements from interaction with customers to provision of a convenient shopping environment. In a store, the quality of customer service can be seen in the way employees greet the customers, listen to what they need and want, handle customer complaints, among others. On the Web, customer service can be gleaned from […]
[tweetmeme]Kashi is a company that produces high quality healthy natural foods, from cereals to waffles to frozen foods to snacks and bars. But their website is more than a store to sell their products. The company, whose goal it is to encourage an overall healthy lifestyle, is using the Web to reach their extremely loyal […]