“Chip Wilson, the founder and chairman of upscale yoga pants maker Lululemon Athletica, has resigned after an uproar over his comments about customers’ bodies. Michael Casey, lead director of the board, will replace him, the company said Tuesday. Laurent Potdevin, previously chief executive of Burton Snowboards, will replace Christine Day, who said in June she was resigning as chief executive. Wilson’s departure comes after a media firestorm about remarks he made in an interview, following criticism of the company’s products for being too sheer and pilling.” [Source: CNBC]
“Whether you’re an Android or iOS user, we’ve all probably made our way into an Apple store at some point. After pushing past the suspiciously friendly blue-shirted door greeters, the in-store experience is actually quite pleasant. It’s a far cry from what you’d expect from a massive consumer goods retailer; people actually seem to be enjoying themselves in the stores and are eager to come back.Unlike big-box retailers who couldn’t care less about which products you buy (as long as you buy something), Apple controls its brand message and experience within its stores. The result is a unique brand engagement that’s a win for both the Apple name and the consumer. This is exactly the experience Apple intends.” [Source: The Next Web]
There’s plenty of buzz in retail about social customer service, but reality is that few companies, if any at all, have truly figured out how best to service customers across all social platforms. Many disgruntled customers will turn to Twitter for timely help during the holidays, especially when they haven’t received fast and friendly help in another channel.
A new report by social customer service platform Conversocial shows that top retailers received twice the average daily volume of tweets during the holiday period when compared to October, and (not surprisingly) the volume of customer service tweets correlates with the retailer’s tweets about sales, events and promotions.
For the report, Conversocial analyzed 200,000 “@ mentions” from 10 major retailers during Holiday 2012: Barney’s, JC Penney, Kohl’s, Macy’s, Nordstrom, Saks, Sears, Target, Urban Outfitters, and Walmart. Key findings include:
- Walmart had the highest number of …
“Time Warner Cable’s incoming chief executive wants to improve the pay-TV distributor’s relationship with its subscribers. Speaking Monday at the UBS Global Media and Communications Conference in New York, Rob Marcus, who succeeds Glenn Britt as chief executive of Time Warner Cable next month, repeatedly stressed the company’s need to improve its customer service reputation. Marcus is currently chief operating officer of Time Warner Cable. Like many cable companies, Time Warner Cable suffers from a perception that it is not responsive to customer needs. ‘Putting the customer at the center of everything we do” will be a priority, Marcus said, adding that “the best customer service is when the customers don’t need to contact us at all for service.’ “ [Source: Los Angeles Times]
“Eddie Lampert-controlled Sears Holdings Corp said it would spin off its Lands’ End clothing business, adding to the assets the company is shedding as it struggles with mounting operating losses and declining sales. The company, operator of Sears department stores and the Kmart discount chain, has been selling or spinning off assets and closing stores for the past few years to try to turn around its business. Sales have been dropping since Lampert combined Sears and Kmart in an $11 billion deal in 2005. The billionaire hedge fund manager, who took over as chief executive in February, has been criticized for not investing enough in the business, which has earned a reputation for dowdy merchandise and poor service compared to Wal-Mart Stores Inc and Target Corp.” [Source: Reuters]