. It found that consumers spend the majority of their time shopping in stores (61%), followed by online (31%), catalog (4%) and mobile (4%).
The Future of Customer Service: These Companies Are Getting it Right | Business on GOOD - 4 views
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This article lists some retailers that have been exceptional in their customer service. As I will be talking about Pre-purchase customer service, you can focus on that while reading what the firms are doing. How has your experience been with each of them?
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Good article! I heard about the tire-Nordstrom story and it really brought in a lot of publicity for the company. Interesting to see that those extreme customer services do not get too much abused by clients and still pay off . However I think it always depends on the company size. A small shop with excellent customer service always runs in danger of spending too much money and not getting enough word of mouth.
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The customer service these companies provide to customers is amazing. These are some of the reasons that they are successful and stand out to consumers. I agree with Angelo that I am surprised people do not take advantage of these companies. I always respect companies and prefer to go to ones with better customer service in the end.
Five Strategies for a Successful Follow-Up Campaign - 7 views
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This is an article that gives advice on tactics that businesses should implement in order to create a positive follow up experience with customers after a purchase has been made. After reading the article can you think of any retailers that you have noticed that use any of these tactics particularly well or poorly?
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These different ways to follow-up with a customer are fantastic. After delivering the goods, giving ongoing customer support is crucial to keeping the customer in your fanbase and to keep purchasing products from your company. The different ways to utilize an ancient tool (email) just goes to show that no matter how old a marketing tool is, it can still be effective.
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I think a follow up is good and keeping a presence but it should have boundaries. I get the Xbox newsletter which gives new content and games added and also contests. It keeps its name running in my head and that makes me feel more involved. If I had an e reader though, I don't think I would like follow up e-mails about support, AN e-mail would be fine just to make sure the customer is used to the product and to outline the support they offer so I have something to refer to, anything past that, besides some news on new devices they are offering, would just seem annoying to me. If it is something available for them to seek out then my mind changes though. Using social media to "build the tribe" seems like a good idea as long as it is there to be sought out not pushed upon their customers in on-going e-mails.
Study: Physical stores still key to consumers in omnichannel world | Chain Store Age - 0 views
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Consumers shop in different stages beginning with research, followed by testing, purchase, pick-up or delivery and after-sales experience. Digital channels play the largest role in the research phase of the process, as shoppers read online reviews and find recommendations through social media. While stores can and should play some role in all shopping stages, they needn’t play a central role in each to generate sales across channels.
Nordstrom Pinterest 'Top Pinned Items' Come To Life In Stores (PHOTOS) - 8 views
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This article details Nordstrom's attempt to promote its products in store by using the ideas and thoughts of their customer's from their Pinterest site.
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I think this is a GENIUS idea! So often on Pinterest, people label their clothing boards as "My Dream Closet!" By highlighting what items are pinned the most, women specifically feel like their dreams can become a reality! And so often with online shopping, we can't touch/feel/try-on the items. Now we can "pre-shop" online and actually buy the item after looking at it in a physical retail location! A normal item that once sat on the shelf can be highlighted as a "special" or "elite" item just with a simple circle logo! I love this idea - this article has actually motivated me to go to Nordstrum just so I can see the Pinterest logos on items! (And I'm also going to follow their boards online too!) A win-win for both the company and customer!
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This is similar to what Jcrew has donein only launching their catalg on Pinterest- they are then saving lots of printing costs and providing a direct link to purchase for their customers online
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