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Customer Service

Why is a Connected Customer Experience the Key to Success?

Why is a Connected Customer Experience the Key to Success?

A few months ago, I was shopping at a high street retailer and found a great suit, except for the fact that the jacket sleeves were too short. In order to get another ordered, the sales assistant had to call another store to determine if they had the jacket, then get me on the phone to provide the store with my information, including name, address and credit card number – even though I had a store credit card. During this transaction, a line of customers built up behind me at the checkout. Instead of having an inventory or customer information available over a computer or tablet, the company had me making a phone call like it was 1999 – frustrating me and the other customers left waiting, and costing their business valuable time and resources. The need for a single, unified record in your ... »