Brooks Brothers, a consistent strong performer in StellaService evaluations, has been preparing its team for a successful holiday season. Happy Customer had the opportunity to visit with Michael Moseman, Director, Customer Contact Center, about how the company is preparing for the holiday season and its conservative approach to Christmas cut-off dates.
J.Crew provided the best overall customer service in October, marking the retailer’s third time topping Stella Benchmarks in 2014. It’s strong evidence that J.Crew has properly prepped its team to handle the busy holiday season.
From pre-purchase through refund, J.Crew’s dedication to service was evident in StellaService data for both customer care and fulfillment. The retailer ranked 4th in Phone, 2nd in Email, 8th in Shipping and 17th in Returns.
Stella Benchmarks includes 138 companies evaluated on a daily basis by StellaService. Customer care channels – Phone, Email and Chat – are measured daily, while fulfillment metrics are measured across multiple orders each month.
Ten companies that did not rank in the Top 25 overall last month earned a spot in October – David Yurman, Aeropostale, Brooks Brothers, Louis Vuitton, Burberry, Cabelas, H&M, Nasty Gal, Lands End and Fab.
Companies that have ranked in the Top 25 Overall every month in 2014:
Consumers are expected to do more of their holiday shopping online this year, eschewing the in-store doorbuster sales that have drawn crowds in years past.
That doesn’t mean shoppers won’t have questions along their buying journey. And, since they’re likely shopping from the comfort of their couch, rather than in a store staffed with associates to answer questions, it’s a safe assumption that contact center volume will likely see a serious spike over the Black Friday/Cyber Monday weekend.
StellaService collects customer service performance data from retailers on a daily basis, and increases its sample over the four-day holiday shopping weekend. In 2013, StellaService placed five calls each day to 60 of the most popular online retailers, amounting to 1,200 calls during the four-day shopping bonanza.
Considering historical retailer performance, what should shoppers expect when they dial their favorite shop with a question?
Last year, high-end apparel retailer Net-A-Porter set …
Last week, we had a chance to sit down with Rob Siefker, Zappos’ Director of Customer Loyalty. As a company that makes customer service a top priority, we asked Rob how Zappos changes its strategy during the bustle of the holiday season. Watch to see some of his holiday insights for this season.
During the holidays we have a seasonal work-staff that we hire, but we also have everyone in the company helping out with customer service.
Imagine a customer that walks into a clothing store and asks an associate, “Do you have a blue sweater in size medium?”
Now a imagine the sales associate with a blank stare. Nothing to offer. No knowledge of the product or interest in closing a sale with a customer who has clearly identified what they hope to purchase.
It’s safe to say the customer is going to leave to find a competing store that’s willing to help her buy a blue sweater. And, that particular sales associate won’t be assigned to help customers anymore.
Now ask yourself, “Is this same scenario happening in my contact center?”
There’s no doubt that retailers are contacted every day by shoppers who show intent to purchase with questions about specific products or policies. These customers are golden. They’re primed for purchase.
Now, it’s up to the retailer to make sure sales don’t slip through the contact center. Here are three metrics that should be considered across all channels to ensure the …