The stereotype of the beleaguered customer service representative who can’t keep up may have some truth to it. A recent study from Glance Networks, a provider of visual engagement, found that 73% of customer service professionals have difficulty meeting their performance metric goals.
I’ve been attending the annual CIO Symposium hosted by the MIT Sloan School of Management for several years now, and always walk away with a fresh batch of thoughts from top business, IT and academic minds. Here are three of the most valuable insights I learned at the recent 2015 edition of the conference.
With engaging the customer and managing the customer experience as top priorities for retailers, Boston Retail Partners’ 2015 CRM/Unified Commerce Survey indicates that 87% of retailers plan to use gamification to engage the customer within five years.
Sean Claessen, executive VP strategy and executive creative director, Bond Brand Loyalty, spoke with Chain Store Age about how retailers can build customer relationships and loyalty in the era of omnichannel engagement.
U.S. companies spend $2 billion on loyalty programs, but the investment isn’t yielding the type of increased engagement which drove implementation of the programs, according to a new report from Capgemini Consulting.
The Miroglio Group, an Italy-based international fashion retailer, has selected Zebra Technologies' wireless LAN solution to optimize information processes and transform them into a single omnichannel workflow.
In addition to educating attendees about the charitable activities of Retail ROI and presenting a heartfelt session from Katie Meyler, founder of Liberian non-profit More Than Me and a 2014 Time Person of the Year for her Ebola prevention efforts, this year’s ROI Super Saturday event in New York focused squarely on customer experience.
Specialty childrenswear retailer Souris Mini has selected Raymark's omni-channel customer relationship management (CRM) solution to support strategic initiatives in streamlining marketing activities and improving customer communications.