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The Evolving Role of Customer Service in a Digital Environment

January 20, 2014
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It's certainly no secret that the rise of social media and consumers' increased use of mobile devices has steadily transformed the shopping experience. This shift may have come to a tipping point this holiday shopping season, with mobile traffic accounting for more than 30 percent of all online Cyber Monday activity, and mobile sales increasing 55 percent over 2012. There are certainly battles to be won in this new digital landscape, but what's the potential upside of retailers getting less face time with shoppers?...

 

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This holiday season is an extraordinary convergence of calendars and opportunities as the economy seems to have thawed for most retailers. However, with Thanksgiving falling on the first day of Hanukkah, the Christmas season is shorter than ever, forcing retailers to launch holiday promotions before Halloween, much to the dismay of many consumers. So how can leading retailers extend the shortened shopping season to take advantage of the great opportunities this holiday season presents? In short, rethink showrooming.

 
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Retailers are making every effort to stand out to consumers this hectic holiday season. The focus is on the most competitive and profitable days of the year; Black Friday and Cyber Monday are now behind us, but they represent only the beginning of the holiday shopping season. Here are some tips for retailers to get those last-minute sales this holiday season:
 

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