Category for "Customer Service"

What Makes Gen Z Different from Millennials?

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Gen Z is the newest generation of shoppers. Born after 1995, Gen Z will account for 40% of all shoppers by 2020. The oldest members of Gen Z are recent college graduates and new entrants to the workforce. While most aren’t entirely independent yet, they do have money to spend. Forbes reported at the beginning… Continue Reading »

Playing Games Can Get Really Personal – And That’s A Good Thing

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As you know, last year our team debuted Fan Time Fantasy Football – a game that retailers could use to provide their customers with a fun, memorable experience throughout the football season. Now that the Super Bowl is behind us, (as Pats fans, we’re not quite ready to talk about the game just yet) we’re delving… Continue Reading »

The Value of Understanding in Building Customer Relationships

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Understanding is a two-way street. To run a great business, you need to understand your customers. That’s why we focus so much attention on collecting data and creating customer journey maps. It’s also really good when your customers understand your business. Storytelling is one of the tools we can use to create that understanding. Deepening… Continue Reading »

How Important Are Return Policies to Your Customers?

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It’s no exaggeration to say everyone shops online. Big Commerce puts the number of American e-commerce shoppers at 96%; that’s more than 310 million people. The National Retail Federation has found that 15 to 30 percent of those purchases are going to be returned. That means your online store’s return policies are very important. Retailers are… Continue Reading »