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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.
Customer satisfaction is a term used in marketing to evaluate customer experience and how products and services meet or surpass customer expectations. Learn about the theoretical frameworks, metrics, and methods to measure customer satisfaction and its impact on loyalty and retention.
Learn the origin and variations of the motto "The customer is always right", which exhorts service staff to give a high priority to customer satisfaction. Find out how this phrase was popularised by pioneering retailers and how it has evolved over time.
Learn how retailers plan and execute their marketing strategies based on the 6 Ps of retailing: product, place, promotion, price, personnel and presentation. Find out how product assortment, customer service and supporting services, and retail format affect customer experience and loyalty.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Online shopping is a form of electronic commerce that allows consumers to buy goods or services from a seller over the Internet. Learn about the origins, development and features of online shopping, as well as the different categories of online shoppers and retailers.
Visual merchandising is the practice of optimizing the presentation of products and services to attract and engage customers. Learn about the history, methods, and goals of visual merchandising in retail, as well as examples and sources.