According to the 2021 SuperOffice Customer Service Benchmark Report, 62 percent of companies do not respond to customer service emails. Read on to see how companies are failing customers digitally, and learn what you can do to improve your online …
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According to Outgrow, a data analytics and digital marketing company, 56 percent of users would rather use chatbots than call customer support. As chatbots continue to grow in popularity, consider using these best practices on your own chatbot to save …
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Incisiv, one of the leading insights firms for consumer industry digital transformation leaders, recently released its Omnichannel Customer Service Index and named Ace Hardware as the top omnichannel customer service provider. The index assesses top retailers’ customer service experience and …
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Before you can build customer loyalty, you need to know where your customers currently stand. Customer loyalty can be a tricky metric to measure, but fortunately there are several ways to assess how faithful customers are to your company. Find …
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No industry is immune to the supply chain woes gripping the retail world. While consumers are well aware of the issues, they are still looking for answers and relying on their favorite retailers to still provide the products they need. …
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You can carry a huge selection of products and offer many extra services, but unless you pair those with excellent customer service, you’ll have trouble retaining customers and growing sales. Retail expert Bob Phibbs recently shared his top 10 customer …
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When temperatures drop below freezing for several days or storms damage buildings, general manager Jason Wright and other staff members post their personal cellphone numbers on the store’s Facebook page with reminders that customers can call if their water pipes …
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Last month, Hardware Retailing explored how two retailers shifted their operations to keep customers and employees safe during the first months of COVID-19’s retail impact. From establishing new workflows to leaning into digital communication, Connolly’s Do it Best in Fort …
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