The customer-centric blog of Linc Global
Angela Hsu, SVP Marketing and Ecommerce at Lamps Plus, the United States’ largest lighting retailer, recognized a need to take action to cement their market-leading position. Shoppers’ buying behaviors had changed, and to evolve with customers’ preferences, they needed to deliver improved customer experiences across all channels that customers used, outside of email alone. Lamps Plus selected Linc’s Customer Care Automation (CCA) platform in order to provide real-time updates and answers, to deliver convenience and accessibility that customers wanted, in order to solidify brand loyalty and maintain their leadership position.
In my day-to-day work partnering with leading brands and retailers to solve customer challenges, I’ve often heard the statement, “We are behind.” Over time, it's become clear to me that they aren't so much referring to being behind their competitors, but rather that they are falling behind customer expectations.
TechStyle Fashion Group, the parent company of JustFab.com and ShoeDazzle.com, has seen explosive growth since its founding in 2010; gaining over 5M members with over 85M products shipped, operating in 12 countries with over 23M Facebook fans. With this expansion came challenges in giving customers the service they expect without running customer service costs sky-high. Parallel to this growth, TechStyle recognized that their customers were changing their habits, and email was no longer being used as much as social chat channels like Facebook Messenger.
This is a summary of an article published by Total Retail. You can read the full article here. Talk doesn’t come cheap, and this is especially true in retail, where managing customer care costs across the ever-expanding landscape of communication is top of mind for retailers. While retailers will spend exponentially more to acquire a new customer than to keep an existing one, taking care of an existing one is expensive. Recent research found that 55 percent of retailers are experiencing an increase in customer care costs. Pair this with the increasing pressure from retail disruptors and you see why the industry as a whole is looking for a winning formula for customer care.