Revenue increased 11.9% in Q1 of 2015, to $17.26 billion compared with $15.42 billion in the year-ago period.
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As customer service technology becomes more sophisticated, retailers that take advantage of it can burnish their brand image and win the loyalty of their customers for years to come.
“Retailers that properly leverage all the customer service tools available will deliver value to the customer,” says Fettes. “Once consumers discover that value, they will return again and again.”