CARiD Talks Product Knowledge for Company’s CSRs

Product knowledge can be daunting for many customer care teams, especially ones with complex product catalogues. That’s why automobile e-retailer CARiD uses “subject matter experts” as a key resource for their customer care teams. Click above to see Ryan Gonile discuss CARiD’s strategy.

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With Changes to Holiday Cut-Off Dates, Communication is Key

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A week before Christmas, retailers continue to make adjustments to their stated dates for guaranteed delivery.

On Tuesday, Macy’s moved their cut-off date from 12/21 to 12/22, offering 2-day complimentary shipping. Also, Under Armour, which had yet to provide a stated cut-off date, announced that orders placed by 1 p.m. on 12/18 are guaranteed for delivery by 12/24.

Amazon announced that it is extending free shipping on orders placed by 12/19 and guarantees delivery before the Christmas holiday. Prime members can order by Dec. 22 and, for the truly last-minute shoppers, customers in 12 major metro areas can choose from as many as a million eligible items for same-day delivery. StellaService Analysts first noticed on 12/2 a posted cut-off date of 12/19 for Amazon’s standard delivery option.

Several retailers, such as Nordstrom, released helpful, detailed calendars for ordering items items with all shipping options. The retailer lists 12/19 as its cut-off date for standard delivery, …

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Banana Republic Offers Perks For Procrastinators

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Last-minute shoppers are getting special treatment from Banana Republic this holiday season.

The retailer launched today the “Procrastinators Event,” which offers special perks like free shipping to customers in its stores nationwide.

Banana Republic shoppers in 19 stores across New York City, San Francisco and Miami will receive a $25 gift card from shipping service Shyp with any Banana Republic purchase. This credit can be used towards on-demand shipping and gift wrapping.

As an added bonus for shoppers at San Francisco’s flagship store on Grant Avenue, the SoHo location in New York City and the Aventura Mall in Miami: customers can ship their items straight from the store through dedicated Shyp kiosks. Between 8 a.m. and 8 p.m. during the event, shoppers can hand their purchases to a Shyp representative straight from the register or shopping bag. Shyp will then make sure it gets wrapped and shipped to the recipient.

In addition to free shipping and gift wrap, the …

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Zappos Christmas Cutoff Date “Late As It Possibly Can Be”

This holiday season, the Zappos plan for shipping has remained the same: make Christmas shipping cutoff as late as possible to give customers “the maximum amount of shopping time.” During last year’s holiday season, where several retailers failed to deliver orders by Christmas, Zappos provided the latest shipping deadline while successfully delivering to all three regions by Christmas. Zappos Director of Customer Loyalty Rob Siefker discusses holiday cutoff in the video above.

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Kohl’s Stores Will Stay Open 100 Hours Straight for Last-Minute Shoppers


Kohl’s announced Tuesday it will keep its doors open for more than 100 hours straight from 6 a.m. on Friday, Dec. 19 through 6 p.m. on Christmas Eve, Wednesday, Dec. 24.

“Customers can rely on us around the clock for their last-minute gift giving solutions, and we are providing 24-hour access to Kohl’s stores right up to Christmas Eve,” Michelle Gass, Kohl’s chief customer officer said in a release.

The retailer is also promoting “customer conveniences you can count on,” such as:

Buy Online, Pick Up In Store: For added convenience during the busy season, Kohl’s will provide the option to buy items online and pick up in store at more than 100 locations in the Chicago, Milwaukee, San Diego and central Pennsylvania markets. Customers picking up their purchase receive access to premier, designated parking spaces.

Kohl’s Kiosk – Kohl’s Kiosks located in all stores enable customers to choose from an expanded assortment of styles, sizes, colors and merchandise that may …

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