Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. Companies such as Under Armour and Disney have already made moves to create an integrated offline and online experience. Starbucks transactions completed through the app.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

2015 49

2015 E Commerce Customer Service Social Media 49

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. However, the complexity of multiple digital channels, increasingly demanding consumers , and the sheer volume of interactions pose a major challenge to companies.

Customer Service 76

Customer Service Social Media Contact Center 2015 76

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. To find out how retailers are faring, Eptica carried out consumer research on Cyber Monday (November 30) to gauge the mood amongst shoppers in both the UK and the US.

E Commerce 49

E Commerce Customer Service 2015 Social Media 49

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1 extremely satisfied.

2014 40

2014 2015 Customer Experience Retail 40

ijgolding

MARCH 22, 2017

or Consumer companies like Unilever and P&G can be quoted as perfect examples. In fact, for almost every product we use or consume in our daily life, we can find at least one alternative product. Digital has helped organizations through consumers advocating the brands and products across online channels. and Pepsi Co.

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81

C3Centricity

SEPTEMBER 14, 2020

Of course, for me, planning for the future is simply a matter of taking the consumers’ perspective and what they (will) want. Personally, I’m happy to order my usual brands online and have them delivered, especially when they’re cumbersome, like pet food, drinks, tinned and paper products. Am I being naive?

Retail 86

Retail E Commerce Apparel Transportation 86