Category for "Customer Service"

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 »

Customer Journey Maps Help You Understand Your Business from The Customer’s Perspective

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A customer journey map gives business owners a way to see the end-to-end experience their customers have. There are several reasons why it’s important to have a customer journey map available to you. One of the most important is that a customer journey map helps you understand your business from the customer’s perspective. Can You… Continue Reading »

Every Step in the Customer Journey Matters

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The customer journey is the process by which people become aware of your business, decide to deal with you, and eventually encourage others to do the same. There are five phases in the customer journey: discovery, education, trust, conversion, and advocacy. Business owners sometimes prioritize the discovery and conversion portion of the customer journey, but… Continue Reading »

If You Want to Win the Race, Don’t Shoot Yourself In the Foot

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The holiday shopping season has started. Walmart has come out swinging: they’ve already opened their seasonal layaways, and their 25 Top Toys predictions have garnered a lot of attention. Amazon, not to be outdone, has answered with their Top 100. Retailers who want to compete need to bring their A game. That means making sure… Continue Reading »