Tag Archives: customer experience

Today’s customer is hyper-sensitive and not overly loyal. With 43% of consumers reporting a poor customer service experience prevents them from making a repeat purchase, there is little margin for error in the modern marketplace.  Some elements of customer experience …

Combining AI chat, task management and operations analytics—tied directly to a retailers POS inventory—FastQuery is an AI copilot built for independent home improvement retailers. FastQuery helps store associates quickly find product information like aisle numbers, price and comparable items using voice commands and …

Ace Hardware and Menards recently earned the highest scores in the customer experience (CX) category in Market Force Information’s 2025 Home Improvement Retail Benchmark Study. The two companies outperformed national big-box competitors on factors surrounding loyalty, including helpful staff, store …

Ace Hardware was recently named one of the nation’s top brands for customer service, ranking No. 36 overall on the Forbes 2026 Best Customer Service List. This ranking places Ace in the top 2% of more than 3,500 companies evaluated …

Retailers in the independent channel have the opportunity to cater to specific customer needs, tailoring their offerings and providing personalized customer service. According to the 2023 Zendesk Customer Experience Trends Report, over 50% of customers will switch to a competitor …

Friedman’s Home Improvement recently implemented changes to its drive-through pick-up process to simplify and secure the customer experience.  Friedman’s drive-through pick-up process allows customers to search for products online and order over the phone or in-store for pick up at …

Billed as “Retail’s Big Show,” NRF 2025 brought together the biggest names in retail for educational sessions, networking and product discovery. Hosted by the National Retail Federation (NFR), NRF 2025 took place in New York City from Jan. 12-14. John …

In an age of retail where consumers have countless choices on where to spend their money, building brand loyalty is an aspect of your business to take seriously in 2025. According to the Qualtrics 2025 Consumer Trends Report, 53% of …