Retailers are beginning to understand the need to return to a culture of customer service, according to new AberdeenGroup research. Building this enterprise focus on the customer and implementing supporting technologies are key components of retail success. “The power dynamic between retailers, their suppliers, and their customers has shifted. While some retailers continue pounding the drumbeat of low prices or endless promotional sales events, consumer demand for improved service along with those low prices pounds even louder,” says Paula Rosenblum, Aberdeen’s director of retail research.
Aberdeen’s new publication, The Empowered Point of Service Benchmark Report: The Customer Reclaims Her Kingdom, identifies the critical areas and deployment options a company should consider when seeking to differentiate through customer service. It also reviews the current business climate in which retailers are achieving success by proactively courting their customers. The report discusses the overall business value companies can achieve; defines the optimum business process framework for tackling customer service initiatives; and concludes with recommendations for action.
To obtain a complimentary copy of the report, click here.