OPERATIONS

Report: Phone-based customer service takes time

BY Dan Berthiaume

New York – Phone-based retail customer service can prove to be a time-consuming exercise. According to a new infographic from StellaService, during more than 54,000 customer service calls the company placed to retailers during 2013, a total of 17 days were spent on the phone navigating interactive voice response systems and 49 days were spent waiting for a live agent, more than double the 24 days spent waiting in 2012.

StellaService also ordered 11,800 products from retailer websites and received 2,800 free deliveries. And out of 54,000 email inquiries, StellaService caught more than 4,900 spelling errors in email replies from retailer customer service departments.

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Stephen Colbert to get nutty at the Super Bowl

BY CSA STAFF

Wonderful Pistachios is heading to the Super Bowl for the second consecutive year, and is taking Emmy-award winning host and executive producer of Comedy Central’s "The Colbert Report," Stephen Colbert, with it.

As part of the full-year agreement under the campaign theme, "Get Crackin’, America," Colbert will star in two Super Bowl spots for the pistachio grower.

"Since I was a child, I’ve dreamed of working with America’s premier nut company," said Colbert. "The fact that it turns out to be the good folks at Wonderful Pistachios is just the pistachio on top of the ice cream sundae."

Colbert and Wonderful Pistachios’ in-house creative agency FireStation will team up to create a series of several spots throughout 2014 highlighting the "Get Crackin’, America" slogan. Directed by Emmy-award winning director Tom Kuntz, the commercial spots will be supported by in-store POS, public relations, digital and social media.

"Last year’s Super Bowl spot featuring PSY drove significant brand awareness and incredible buzz among consumers," said Marc Seguin, VP of marketing, Paramount Farms, maker of Wonderful Pistachios. "This year, we wanted to extend and deepen that enthusiasm beyond the Super Bowl with talent that excites and resonates with our core consumer target over the full year. Mr. Colbert is the perfect fit for our brand and for this campaign."

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New Kathy Ireland product line is for the dogs

BY CSA STAFF

Worldwise, a leading consumer pet products company, has entered into a long-term, exclusive licensing agreement with kathy ireland Worldwide (kiWW). Kathy Ireland will develop a line of pet products with the Worldwise team and market the collection under the brand kathy ireland Loved Ones.

"As a company Worldwise is excited to partner with Kathy Ireland and her team at kiWW to develop a line of solution-based pet products unique to the market," said Worldwise CEO Kevin Fick. "Kathy makes a great partner, she brings both her design savvy as well as her knowledge of what it means to be a busy parent to both the two-footed and four-footed child. Kathy’s design sense combined with Worldwise’s ability to create innovative and solution based products is a winning combination. Worldwise and kiWW partnership has evolved naturally and through the shared interest in pet wellness has led to building a significant pet advocacy program that will work to raise awareness of the benefits of pet adoption."

According to Worldwise, the kathy ireland Loved Ones pet product collection will be both functional and stylish, and will launch at Global Pet Expo(GPE) in Orlando, Fla., March 2014.

"It’s a joy to partner with Kevin and the extraordinary team at Worldwise to bring our brand into the world of pet lovers," said Ireland. "We have never thought of ourselves as pet owners, rather, we are the trusted guardians for these very special Loved Ones. kiWW and Worldwise are committed to making the world a better place for all pets and the families who love them."

The SmartyKat, TrustyPup, PoochPlanet and Petlinks brands are manufactured by Worldwise. Worldwise develops products made from natural, recycled, reclaimed and certified organic material, and distributes them through the nation’s largest retailers.

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