Retail TouchPoints

JANUARY 16, 2022

A previous blog explored Corporate Social Responsibility (CSR) and the high importance both shoppers and employees put on the ability to align a company’s values and beliefs to their own. Retailers and CPG brands can use that strong desire to support like-minded businesses by developing CSR plans that resonate with their target audience, whether that’s a customer segment or a pool of key job candidates.

Merchant Services 270

Merchant Services Beauty and Health Supplies Consumer 270

Retail TouchPoints

JANUARY 16, 2022

Stories about poor customer service are, unfortunately, legion, but it’s doubtful many of them concern Chewy. The ecommerce pet retailer with more than 20 million active customers doesn’t use an IVR (interactive voice response) system, but 96% of all customer service calls are answered in four seconds or less. Perhaps most important, and most unusual, is that the company doesn’t measure Average Handle Time for customer service calls — a metric that often incentivizes customer service agents to l

Customer 295

Customer B2C B2B Reference 295