A New Focus for Customer Service

Jim once wrote on this blog about the irrelevance of stores and how that affects live entertainment (Hint: It’s a good thing). He stated:

“Where we’re going is very simple: We need fewer and fewer stores for retail goods, but we’ll either replace those with empty spaces, with residences or offices, or with experience-driven businesses.”

Stores must continually reinvent themselves. One way retailers are upping their game is by using employee communication platforms to better assist customers.


PSFK highlights how three brands “are investing in fluid communication platforms that allow employees to share real-time information with each other or across organizations to ensure better customer service and more informed assistance.”

The article also points out that this “high-touch, personalized and one-to-one service from optimally educated employees” can streamline the customer’s online experience as well.

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