Has the value of good customer service changed?
For some time now, we’ve been reporting on how today’s customer is more informed than ever (see Shopping Apps and Pre-Purchase Research). Shoppers are increasingly doing online research – reading reviews, perusing discussion boards and comparing prices – before coming into the store do make a purchase. Some customers go so far as to look up product info on their smartphone (often using shopping apps) while they’re browsing in the store.
Interactive retail devices took center stage at the National Retail Federation’s Big Show 2011, held Jan. 9-12 in New York City, and as Mercedes Cardona of DailyFinance.com wrote (Jan. 16), “merchants seemed to agree on one thing: Shoppers are bored.”
Retailers generally consider social media, such as Facebook, Twitter and in certain cases YouTube, as marketing avenues; these are means of promoting the brand and developing relationships with customers.
The digital signage/digital-out-of-home (DOOH) industry has matured and moved into the mainstream, according to Keith Kelsen, CEO of 5th Screen and author of Unleashing the Power of Digital Signage. He believes digital signs reached a tipping point in 2010, becoming an integral part of marketing campaigns worldwide.
It’s hard to believe we’ve been publishing this little bi-weekly e-newsletter for five years. Since its inception, we have worked to make News & Views a valuable resource for you – our current and potential clients, wireless retailers and industry partners alike.
Disney is putting a high-tech, interactive spin on its retail stores, using mobile checkouts and massive animated screens to catch consumers’ attention.
Have you already fired up your sales team to have a high-performance holiday season? Are they prepared to answer the most frequently asked customer questions? Do they know what's expected of them?
The majority of global smartphone users (56 percent) polled by German marketing company GfK said they were keeping their options open about which phone they would buy next, “with only Apple commanding a significant degree of loyalty,” reported Georgina Prodhan of Reuters (Nov. 29).
Last week was a bad week for U.S. mobile phone carriers. On Oct. 13, the FCC said it would consider new rules for carriers to reduce customers’ frequent complaints of “bill shock” (see FCC Proposes Rules for Carriers to Address 'Bill Shock'). That same day (Oct. 13), the Better Business Bureau of Western Washington reported that tech companies (mobile phone carriers, household Internet service providers and software publishers), made up four of the top five businesses drawing complaints from customers (carriers were number one).
Last May, ForeSee Results reported that online customer satisfaction has been on the rise. Satisfaction levels with computer and electronics e-tailers, for example, went up from 74 to 78 percent between 2009 and 2010. A big reason why consumers enjoy shopping online is because it is simple and convenient. Another reason? Consumers often don’t want to be “sold to” by overeager salespeople.