customer service
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Does your customer service translate across cultures?
Diverse cultural peoplescapes are difficult to navigate, and the task can often appear harder than it actually is.
How to turn around an angry customer
Sometimes things don’t go to plan and bad customer experiences happen, but all is not lost if you know what next steps t...
Why luxury retailers must go above and beyond on service
The luxury consumer, in particular, needs to feel valued. Appreciated. And it does take a certain skill set to make that...
Take a deep breath: Here’s how to deal with an angry customer
It’s more important than ever to equip your team with the right training and techniques.
Opinion: Is luxury over?
It's an overused word and in the current climate, what does it now mean to consumers?
Kiwis less likely to be brand “fans” than Aussies
How customers from each country rate their shopping experiences.
When the smoke clears, it’s all about product and experience
The management view that everything can be cut down to ‘international benchmarks’ is formulaic nonsense.
Store managers are the kingpins
Retailer's need to pay a visit to this regional store to witness first hand what is happening there.
Customer service: a spontaneous echo
No amount of indoctrination will enthuse demonstrable passion from team members unless there is meaningful engagement.
Lust for technology impacting service
Is the lust for new tech solutions causing retailers to lose focus on service?
Customer service according to who?
Debunking key delusions surrounding customer service in retail.
Bridgestone wins gold in Quality Service Awards
Tyre retailer takes out gold in New Zealand's Quality Service Awards.
Getting on the global stage
Key considerations to weigh up before launching into international markets.
Human touch in a tech-driven era
Why human interaction is key as technology drives retail innovation.
Customer service will make or break you
Bruce Cotterill's account of customer service that will make you squirm.
Digital replaces human discussions
Face to face interactions are being replaced with electronic ones, say kiwis.
Was your customer service once beautiful?
You need to listen to customers and know them to be successful at customer service, writes Dennis Price.
