MARKETING/SOCIAL MEDIA

Survey: J. Crew tops in June online customer service

BY Dan Berthiaume

New York – J. Crew was ranked number one for overall online customer service in June 2014. According to monthly benchmark analysis from customer service analysis provider StellaService, J. Crew ranked first in phone support, 10th in email support and 12th in returns.

J. Crew last topped the rankings in January, but is one of only six companies to remain within the top 25 since that beginning of the year.

Nine companies not included in the previous month’s rankings earned a spot in the Top 25 Overall in June – Apple, Gap, Kate Spade, Room and Board, Barneys, Casual Male, Nordstrom, King Size Direct and Aeropostale.

Companies that have ranked in the Overall Top 25 since January include:
• J.Crew
• L.L.Bean
• Net-A-Porter
• Ralph Lauren
• Shopbop
• Zappos

Looking at all companies included in Stella Benchmarks in June, the following companies were best overall performers within the five service areas measured:

Phone: J.Crew
Email: Revzilla
Chat: Adidas
Shipping: Apple
Returns/Refunds: J&P Cycles

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FINANCE

Bill Me Later becomes PayPal Credit; goes global

BY Dan Berthiaume

San Jose, Calif. – PayPal is rebranding its Bill Me Later online credit service as PayPal Credit. PayPal says it is making the name change as it moves credit more towards the center of our business, aligning it more closely with the overall brand.

In addition, PayPal plans to introduce PayPal Credit to the U.K. and Germany, based on requests from customers and retailers. The company also plans to expand PayPal Credit to other markets in the future.

Furthermore, since the PayPal Working Capital pilot program launched in September 2013, more than 20,000 businesses have collectively borrowed more than $150 million in PayPal Working Capital business loans through lending partner WebBank. The program is also expanding to the U.K. and Australia to fuel business growth.

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News

Windsor to update e-commerce site Aug. 29

BY Dan Berthiaume

Los Angeles – Specialty apparel Windsor will present a new look for the Windsor website on Aug. 29. The redesign is intended to make the site’s look and feel more customer-friendly.

New shopper features include easier navigation, larger and more vibrant images, social media component, creating a wishlist, find product in store, filter tool by size and color, customer reviews, easy and fast shopping cart procedure and total customer engagement.

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