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Simply put, customer service is helping customers solve problems, teaching them how to use products, and answering questions. The definition is in the name of the concept — customer service is about serving the needs of customers. And customer service can take many forms — from troubleshooting ...
You don’t need brick and mortar to build a strong foundation, but you do need a solid communication strategy. The only surprises customers want are the kind that inspire delight, so make sure important information about shipping rates, sizing charts, return policies, etc. ...
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From start to finish, the experience is optimized for a target group of customers that nobody serves better. Even amid intense competition from large retailers, both online and brick-and-mortar, Costco has more than tripled its number of warehouses over the past 20 years. They also did it...
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Customer experience differs between online and brick-and-mortar shopping, but the end goal is the same—deliver customer delight that creates a return visit. In-store and online customer experience do share common elements, including branding, email and social media communication, as well as reviews...
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You can use these concepts in brick-and-mortar stores too, via tablets and touchscreens, suggestion boxes, and through interactions with your staff. However, these should be trialed and only deployed when most likely to be effective, as customers are now likely to prefer a swift shopping exper...
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