If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care?
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If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care?
The latest news, analysis, and expert commentary on what's trending in personalized customer care and self-service technology.
Curated by Roland Alston
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Startup taking big steps in tracking foot traffic : Ct

Startup taking big steps in tracking foot traffic : Ct | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Scanalytics offers data on where shoppers are going on the sales floor, and how much time they spend there.
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Trader Joe's Leads Market Force Ranking of Favorite Grocers

Trader Joe's Leads Market Force Ranking of Favorite Grocers | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Aldi leads in value; ShopRite offers best promotions, survey says
Roland Alston's insight:

Mobile app adoption in the grocer space continues to heat up. Thirty-nine percent of shoppers have used a grocery app. Of those, 23 percent are using an app provided by their primary grocer. Shoppers are also beginning to adopt apps that compare grocers, as well.

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Ever wanted to sky dive? North Face wants you to try it — in its stores.

Ever wanted to sky dive? North Face wants you to try it — in its stores. | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
The retailer is adding virtual-reality headsets to some locations in a bid to draw gadget-obsessed shoppers.
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Want to pick up an online Nordstrom order? Just text them when you pull up to the curb - Puget Sound Business Journal

Want to pick up an online Nordstrom order? Just text them when you pull up to the curb - Puget Sound Business Journal | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Nordstrom is testing a new system that will make it possible for customers to pick up online orders literally at the curb of the company's flagship downtown store by texting or calling the the store when they're on their way.
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Amazon working on drones that will deliver items to wherever you are

Amazon working on drones that will deliver items to wherever you are | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Drone deliveries hey? What could be more convenient than having the milk for your cereal arrive fresh each morning? Well, details now revealed in an Amazon patent suggest that if its Prime Air drones do materialize they mightn't just be limited to making house calls.
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Wal-Mart’s Mission: Connecting Customers With Online Orders

Wal-Mart’s Mission: Connecting Customers With Online Orders | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Wal-Mart experiments with creating pickup points for goods customers order online.
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Winn-Dixie launches app for personalized digital coupons

Winn-Dixie launches app for personalized digital coupons | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Winn-Dixie, the venerable Florida-based grocery chain, may not be able to keep up with the fancy foodie movement being embraced by such Tampa Bay competitors as Publix and Whole Foods Market. But that doesn't mean the 90-year-old Sunshine State institution isn't trying to keep up with the times.
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Markdowns and Mavens: What Macy's, Neiman and Guess Reveal About Price Wars

Markdowns and Mavens: What Macy's, Neiman and Guess Reveal About Price Wars | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
It used to be that inventory control was the unattainable goal in retail; today it is putting a price on what consumers are willing to pay. Retailers have been testing a variety of options in an effort to either train shoppers to spend more or meet shoppers who demand to pay [...]
Roland Alston's insight:

Talk about personalized customer experiences. Imagine personalized pricing strategies based on your preferences and past shopping behavior...

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Uber Is Quietly Testing A Massive Merchant Delivery Program

Uber Is Quietly Testing A Massive Merchant Delivery Program | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Uber is planning to launch a merchant delivery program that would allow online shoppers to get same-day delivery of goods through both UberRush couriers and..
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How e-commerce helps US small businesses go global

How e-commerce helps US small businesses go global | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
eBay just released data showing than 90 percent of its small businesses are now exporting on the platform.
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The Powerful Reach of a Happy Customer - #Infographic

The Powerful Reach of a Happy Customer - #Infographic | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Between word of mouth and social media, the average customer will influence a whopping 42 other people for every positive experience he or she has with your company. That's according to one estimate from Ninja Metrics, creator of a social analytics platform. As a result of that huge social reach, your biggest fans' influence can contribute to as much as 20 to 40 percent of your total revenue.

Via Eric_Determined / Eric Silverstein
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Jean-Marie Grange's curator insight, April 22, 2015 9:09 AM

I like the concept of Social Whale... Do you see yourself as a whale?!? ;-)

Susan McLennan's curator insight, April 22, 2015 10:54 AM

Happy customers drive sales. 

Tilo Sequeira's curator insight, April 28, 2015 10:28 AM

Can you be an influencer without being an advocate of a brand? - An Infographic 

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Amazon Tests Package Delivery to Cars

Amazon Tests Package Delivery to Cars | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Amazon.com is testing a new delivery method in which DHL couriers will leave packages in the trunks of cars.
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I Tried It: The grocery store of the future - Cincinnati Business Courier

I Tried It: The grocery store of the future - Cincinnati Business Courier | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Online shopping is a trend that doesn’t appear to be going away anytime soon, but a Greater Cincinnati company has developed technology to better adapt brick-and-mortar retail stores, including groceries, to everyday consumers.
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The power of Publix: Market battles for dominance as it expands

The power of Publix: Market battles for dominance as it expands | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Publix Super Markets battles to maintain market dominance in Florida as it expands in the Southeast.
Roland Alston's insight:

The Publix Super Market chain thrives on customer service, despite fierce competition from big brands such as Wal-Mart, Whole Foods and Winn-Dixie. 

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Meet Hello Alfred, A Single Portal For Your Home Service Needs

Meet Hello Alfred, A Single Portal For Your Home Service Needs | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Alfred has had a busy year. The company has raised $12 million+, set up shop in NYC, and tripled the number of employees on the team. But at Disrupt NY, a..
Roland Alston's insight:

With today's "I've-got-more-stuff-to-do-than-time-to-do-it" lifestyle, every busy consumer should have the convenience of a digital valet to get groceries, pick up dry cleaning, whatever.  At any rate, that's the idea behind Hello Alfred, a single app for all of your on-demand needs...

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McDonald's fulfills consumer demands for mobile delivery with Postmates - Mobile Commerce Daily - Applications

McDonald's fulfills consumer demands for mobile delivery with Postmates - Mobile Commerce Daily - Applications | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
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In the race to digitize, Nordstrom and Macy's are neck-and-neck

In the race to digitize, Nordstrom and Macy's are neck-and-neck | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
If leading department stores move quickly, they could outpace Amazon as top retailers. Here's how Nordstrom and Macy's are digitizing.
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Whole Foods plans store geared toward millennials

Whole Foods plans store geared toward millennials | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Whole Foods is planning to open a new chain of stores that courts millennials with lower prices as it faces intensifying competition as a purveyor of organic and natural products.
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Starbucks opens first express store in New York City

Starbucks opens first express store in New York City | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
(Reuters) - Starbucks Corp on Thursday opened the first of five express stores planned for 2015 in New York City as it and other restaurant chains work to give service times a double shot of speed.The
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McDonald's has a new customized sandwich test

McDonald's has a new customized sandwich test | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
It's all about choice in McDonald's new customized sandwich test...but not too much choice.
Roland Alston's insight:

Micky d's is test driving its new TasteCrafted menu, which lets customers pick a bun, meat and one of several topping combos, at select drive-thrus in Atlanta, Portland and Southern California.

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Comcast fights hometown, says report on poor customer service “inaccurate”

Comcast fights hometown, says report on poor customer service “inaccurate” | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
Philadelphia details Comcast shortcomings as franchise agreement expires.

Via Skip Boykin
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SimplyCook Is A Recipe-Kit Startup That Avoids Being In The Fresh Food Delivery Business

SimplyCook Is A Recipe-Kit Startup That Avoids Being In The Fresh Food Delivery Business | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
UK startup SimplyCook is another recipe kit service. However, unlike competitors HelloFresh, Gousto, Marley Spoon, and Shuttlecook, the company doesn't send..
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Amazon adds another marketplace: Amazon Business

Amazon adds another marketplace: Amazon Business | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
From ballpoint pens to a &u0024;60,000 hydraulic press brake, the new shopping destination for businesses expands Amazon's reach.
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Why Nike and Under Armour are spending wildly to watch your every step

Why Nike and Under Armour are spending wildly to watch your every step | If this is Customer Service, Why Does Your Contact Center Act Like You Don't Care? | Scoop.it
America's sportswear giants have a big (creepy?) plan to get you to buy more stuff.
Roland Alston's insight:

Under Armour executives said Tuesday that their Connected Fitness platform now counts more than 130 million unique users. Most of those have come from Under Armour's $700 million health-app buying spree. It is another way America's second-biggest sportswear firm is seeking to get ahead of its chief rival, Nike.

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