The Future of Shopping

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Imagine doing all of your shopping from home, and when you do have to go into a store there is a personalized shopper ready to wait on you, and somehow all of this is given to you at no added cost. As unbelievable as this may seem, it is already beginning to be brought to stores around the country. The future of retailing is being disrupted by the increasing need for a fast, easy, and personalized shopping experience. Retailers are able to communicate with customers through several channels, increasing the number of opportunities to generate a sale. Many retailers will need to completely change their strategy in order to adapt to this new structure.

Read the full article at hbr.org

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Hotels Dazzle Guests With High-Tech Amenities

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Hotels are continually introducing high-tech amenities to further improve their guests’ experiences. Innovative apps for iPhones, tablets, and androids are popping up in both major chains and boutique hotels. Services such as mobile check in make the stay more convenient. Guests now expect to be able to communicate with the hotel at all times during their stay; the hotels that do not adapt to this change will not be able to compete in this evolving technological industry.

Read the full article at forbes.com

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Customer Service and Trust in the Internet Economy

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Companies must adapt to the increasing presence of technology in society. Customers expect more from the companies they interact with, and so these companies are essentially required to change their practices to fit these consumer expectations. This increased Internet integration is giving more power to consumers, leading companies to rely more heavily on satisfying consumer demands. In order to keep customers happy, companies need to listen to their preferences and demands. This concept can be applied to essentially all industries in which consumer interaction is necessary.

Read the full article at wsj.com

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The Future Of Communication In Customer Service

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Communication is the key to effectively interacting with customers. Whether it is the direct employee-customer interaction, or larger interactions within the company, each communicative experience can enhance the customer experience through better understanding of each person’s individual needs. However, while customers want personalized customer service, they also tend to prefer self-service. Companies now need to find ways for the customers to selectively reach the employees. Creating networks both within the company and between employees and customers can greatly improve the customer experience.

Read the full article at forbes.com

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Relying on Product Reviews? Knowing How a Company Treats Its Customers Is Just as Valuable

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A brand’s customer interactions have become almost as important as the product itself. It may change consumers purchasing decisions if they switch their focus from not only reviews of a product, but also reviews of a company’s overall customer service practices. Knowing the service tendencies of a company may change a consumer’s opinion of the product, and prevent them from buying it. Customers tend to be more loyal to brands that provide hassle-free customer service interactions.

 

Read the full article at nytimes.com

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