345 results for '"customer service"'
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Macrotrends

How Can I Help You?

... Modern youth are giving rise to the demand for human-centric customer service that delivers personalized interactions which in turn create emotional resonance and build brand loyalty.Within the realm of retail, young consumers are giving rise to a new kind of customer service that caters to their distinct human experiences and circumstances. To wit, one-third of youth in the U.S., the UK, Nigeria, France, and China as well as four in 10 young people in Brazil and Australia say that it’s ...

The Global Retail Landscape

... . To adapt to the future of retail, all brands must consider how they can bridge the gap between the digital and physical retail experience through means that cater to modern youth’s on-demand lifestyle.As brands compete for consumers’ attention, it’s important for them to consider how they can center their customers and add value to their lives, whether by creating personalized customer service experiences or rewarding/incentivizing customers for their shopping behaviors (see Retail 2.0 ...

The Direct Connection

... rather their key characteristics. This is good news for traditional retailers because it means that modern youth aren’t as concerned or even aware of the model of distribution; rather, young consumers are aware of these brands because of their effective marketing strategies that span social media, subway ads, and podcast sponsorships, as well as their customer service policies that make trying new products easier. To wit, one-third of Trendsetters in the U.S. and one-quarter of Trendsetters in the UK ...

Bot or Not

... The future of stellar customer service lies in striking the right balance between technology, like “bots,” and a personalized human touch.Technology has afforded shoppers superpowers of sorts; they can access virtually any product at the click of a button and compare prices with ease, meaning that selection and sales are no longer the major differentiators they once were when choosing among retailers. In this modern shopping landscape, in which many stores offer the same or similar products and ...

The Customer Isn't Always Right

... , the company would be tacitly approving of such prejudice. One 31-year-old man noted in our focus group that brands could deny a customer service “in the case of racism, homophobia, sexism, any sort of really aggressive behavior or harassment.” Lowe’s learned this lesson earlier this year when a manager complied with a customer’s request to send a White delivery person in place of a Black deliveryman who had arrived at her house. In agreeing to the request, the company appeared to support ...

Next Gen Brand Loyalty

... to buy the same brands (73% of Boomers, 56% of Xers, and 51% of Ys).The factors that encourage brand loyalty vary by generation, although there is some overlap. Free shipping is the top factor that each generation in the U.S. says would make them more brand loyal—60% of Boomers, 57% of Xers, 50% of Ys, and 53% of Zs—a policy that is becoming more standard as brands like Amazon dominate with free two-day shipping for Prime members. Good customer service is the second factor that ...

Marketing Tips

... collection, and send it to themselves via email. - 6. Make customer service personal. - Young consumers expect customer service to have a human-like element, whether they’re communicating with a Bot or Not. As shopping serves an emotional purpose and consumers have developed an increasingly close relationship with brands, they don’t want the customer service experience to feel like it’s purely business. Brands need to connect with consumers in approachable, personable ways in order to resonate and earn ...

Hands On

... Young consumers expect thoughtful, personalized customer service with a human touch.Younger generations, having grown accustomed to the independence that online shopping affords, are sometimes turned off by the hovering presence of sales associates. But that’s not to say that they don’t want access to help on their own terms, as demonstrated by the increasing number of consumers who use Twitter as their primary customer service tool. Gen Y and Z shoppers not only seek a 24/7 line of ...

The One

... and attentive customer service). Brands need to listen carefully to consumers to understand who they are, what they’re looking for, and how to form a connection. During this initial interaction, brands also need to open up about themselves and their interests; a brand should be confident in itself and know what it cares about. Just as looks alone are not enough to create an enduring relationship, consumers want more from brands than surface attraction. They seek companies whose tone, values, and ...