quality of service

Wow factor affects the bottom line at Denmark's largest garden center chain

ESL results in time savings for employees and creates a positive customer experience

The rollout of electronic shelf labels is in progress at Plantorama, which expects both economic and operational benefits by replacing the paper shelf labels in all of the chain's garden centers. Staff members need more time for customers and it ...

Get your business ready for E-commerce!

E-commerce Berlin Expo 2020 starts on the 13th of February 2020

The E-commerce Berlin Expo 2019 gathered more than 55000 visitors, 150 exhibitors and 45+ speakers taking part in the annual fair. The numbers speak for themselves - EBE has become one of the most important e-commerce events in Europe. However, ...

Automatic staff call system boosts the quality of advice

xplace and Saturn launch pilot project using Retail Analytics

A pilot project initiated by the system integrator xplace and Saturn addresses how information about customer behaviour in bricks-and-mortar retailing can improve service quality. The pilot is initially being run in the Saturn markets Berlin ...

The customer is always right? Two customers might spell trouble!

How salespeople can handle customers who bring company along

Customers rarely shop alone. Most of them shop with family or friends. The other person might not always be in a good mood, patient or friendly. Can the salesperson simply ignore the other person in these instances? How should he or she handle this ...

2019 Eptica Digital Trust Study

89% of consumers will switch brands if trust breaks down

UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to the 2019 Eptica Digital Trust Study.Trust is increasingly central to customer relationships. 89 percent of ...

Racial profiling by retailers creates an unwelcome climate for black shoppers

Discrimination endured by black shoppers forces them to downplay their race or shy away from an activity among the most common and celebrated in American culture, according to new research. The study, "Shopping While ...

Brands failing to deliver on chat customer experience

Only 15 percent of consumers are always happy with their chat services, an Eptica study finds

Consumers increasingly want to use chat for customer service – but companies are failing to meet their changing expectations. Nearly three quarters (72 percent) of consumers say a good chat experience will make them more loyal – however ...

Smart use of virtual shelves at the POS

Extending the retail sales floor and providing exceptional customer service

They fit onto the smallest sales floors and are still able to show the entire product portfolio: virtual shelves. That is also why they have become increasingly popular over the past three years. Retailers like EP: and Knauber also rely on this ...

Social media outperforms email for customer service

UK brands answer less than half of customer queries received on Facebook and Twitter

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study.

Don’t underestimate their importance: Restrooms as a customer service

Pros, cons and alternatives to offering your own customer restrooms

Sooner or later, we all need to use it ... the restroom. And especially during a longer shopping trip in town. Yet many retailers don’t provide restrooms for their customers. Understandable but in the future a potential service shortfall that ...

Using Digital Hubs

Multichannel customer service is the order of the day

When consumers have issues with a product today, they want to contact customer service via a channel that is easiest for them to access in case they have a problem or question. What’s crucial for companies: the quality of service needs to be ...

The Co-operative Group selects Eckoh to strengthen payment security

Providing the secure payment solution CallGuard

Eckoh announced today that it has been selected by The Co-operative Group to provide its secure payment solution, CallGuard. CallGuard will be implemented throughout The Co-operative Group's contact centres in its Electrical, Legal ...

Poor customer service puts back-to-school revenue at risk

Shoppers for households with kids under 18 are 19% more likely to be annoyed when retailers make insufficient information available

The latest LoyaltyOne, Verde Group research suggests that mass merchandisers should go back to school for a refresher course in securing repeat business from consumers who shop for households with children under 18. A nationwide survey of 2,500 ...

Consumers are becoming less tolerant of service issues

Almost half of UK adults have experienced problems with online orders in the last year

Almost half (47%) of UK adults online admitted to experiencing problems with online orders in the last 12 months, according to the JDA/Centiro ‘Customer Pulse 2015’ Report. Of those shoppers who had experienced problems, nearly half ...

Ipsy selects conversocial to enhance social customer service

Conversocial's platform enables social first approach to enhance customer satisfaction

Conversocial, a leading provider of cloud-based social customer service solutions, today announces that it has been selected by beauty subscription service, ipsy, to manage social media workflow across customer service and to empower social customer ...

Brands failing to understand consumers on digital channels

New research finds that 82 percent of consumers will switch after bad experience

Not being understood and companies that fail to acknowledge their feelings are the biggest consumer frustrations when dealing with brands through digital channels. 78% of UK consumers surveyed in Eptica research ranked getting a response ...

Bluegrass Cellular selects iQmetrix for retail management system

Bluegrass will be launching the full RQ suite across their entire retail channel

As part of a new partnership, Bluegrass Cellular, Inc. has chosen iQmetrix's RQ Retail Management System to enhance their retail operations. Bluegrass will be launching the full RQ suite across their entire retail channel.   Bluegrass ...

UK brands leave over half of customer questions unanswered

Latest Eptica research sees Twitter overtake email for fast, accurate customer service

UK brands are failing to improve the customer service they offer, answering under half (48%) of questions asked via the email, Twitter and web channels, according to a new study.  Twitter is coming of age as a customer service channel with ...

YouTube could replace the call centre, finds survey

Most of us would rather trust a stranger's opinion than enquire about our purchases at the contact centre

We are all now customer service representatives, with most of us preferring to resolve issues with companies by heading online to find similar experiences and opinions - even after we've bought something - a new study from Aspect Software ...

Davaco celebrates 25 years company milestone

Davaco, Inc., the North American leader of high-volume programs for retail, restaurant and hospitality brands, announced that the company will be celebrating its 25 years in May, 2015. "We are honored to be a part of our clients' ...

"Store design is outdated after five or six years"

Interview with Christoph Lay, architect and interior architect

Within every consumer is primarily a human being: when architect Christoph Lay talks about his ideas for store design and concepts, you quickly realize that a store doesn’t just have to visually need to keep up with the times, but that a ...

82% of retailers believe they provide a high level of customer experience

But 72% of consumers disagree

Consumers confirm they’re being let down when it comes to experiencing a consistent, positive and true to brand value experience across the multitude of channels available to them. In a thought leadership and research report commissioned by ...

Bigger not always better

NCC research

The UK’s 50 busiest e-tailers had website load times three times slower than the industry standard during Q1, according to NCC Group’s quarterly retail benchmark report. Data from the global information assurance firm revealed the ...

Underwhelmed shoppers prescribe tablets to retailers

Only 10% of British shoppers have experienced tablet devices in-store

Savvy British families may well be in the midst of a mobile tech revolution,but the same cannot be said for many of UK’s retailers, according to new research  from global retail technology company Omnico Group. Omnico’s survey ...

Remote Services in Retail – Faster Maintenance, Better Service?

Identifying problems before they arise

Retail hardware solutions are becoming more and more complex, and maintenance more elaborate –regardless of whether it is a checkout, a scale, a kiosk terminal or a mobile scanner. This also increases demands on manufacturer services. After ...

"Downtimes are not allowed"

Interview with Wolfgang Künkler, VP Product Related Services at Wincor Nixdorf

What services do retailers expect from their IT service provider today? In this interview, Wolfgang Künkler, VP Product Related Services at Wincor Nixdorf, explains how maximum availability of POS systems and thus a cost-effective operation can ...

"The customer expects a working complete solution"

Interview with Dr. Dieter Neumann, CEO of Acteos S.A.

Hardware and software solutions for retail are becoming more and more complex. Although this also makes them achieve much more, it places new demands on maintenance and service by manufacturers. In this interview, Dr. Dieter Neumann, CEO of Acteos ...

Acuative Introduces ValuNet Field Pro Maintenance for Retailers

A new, proactive service and support model to maximize operational efficiency

Acuative, a leading provider of innovative retail technology services, products, and solutions, today announced the release of ValuNet Field Pro Maintenance. Developed specifically for the retail sector, ValuNet Field Pro offers a seamless field ...