2014 Holiday Preparedness

Best Practices for Retail

‘Tis the Season

While the busiest shopping time of the year might still be weeks away, retailers have already started to prepare themselves for the inevitable rush of holiday shoppers. Before tackling the challenges

that are often associated with the holiday shopping season, it’s important for retailers to

first assess their customer service techniques so that they can build customer relationships and

strengthen customer loyalty.------------------------------------------------------

Here are eight insights that retailers can use in their holiday preparedness plans.

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Internal Silos Don’t Bring Holiday Cheer

Because departmental gaps exist for many retailers, brands must develop a solid

infrastructure to ensure success throughout the holidays and beyond. Customer service

initiatives should be aligned within a company, and retailers must audit their inner workings before conveying their

desired outward experience.

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Oh Omnichannel, Oh Omnichannel!

Consumers seek assistance from an array of contact channels, which is why they crave an

omnichannel strategy.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Retailers should develop an internal customer

service approach that reaches across departments to allow for their brands to

maintain unity and consistency.

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Staffing Santa’s Helpers

Around the holidays, it’s important for retailers to be staffed with employees who

have the knowledge and skills that are necessary to properly serve and satisfy customers. Because the holiday season requires part-time and seasonal help,

brands must hire and train associates early to ensure that the customer experience

won’t suffer as the rush begins.- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Although an employee might be temporary around the holidays, he or she can make or break a customers’ first impressions of any

given brand.

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Instead of a retailer trying to impress its customers, the focus

should be on giving consumers an effortless experience, which is especially valuable during the

holidays when customers want their shopping and returning

processes to be painless. Customers will be more loyal to an organization that is able to deliver on basic promises and solve day-

to-day problems.

Have a Frictionless Holiday

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He’s Making a List...

and Checking his Inventory Twice!

To ensure consistency, retailers need to manage their in-store and online inventories. Since online

shops must provide consumers with real-time visibility and reliable delivery estimates, inventory

information must always accurately reflect item availability.

________________________________________When it comes to shipping, retailers must pay

attention to their carriers’ performance to effectively meet customers’ needs. With control

over inventory and order fulfillment, retailers can reduce frustration and satisfy needs across

channels.

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Social Media Will Tell…Naughtyor Nice?

Retailers should utilize social media monitoring technologies to pinpoint and address customer frustrations, predict

potential behaviors, and influence customized campaigns.

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Retailers must remain aware of the risks involved with social media, as the tendency

to respond quickly in order to minimize impact may lead consumers to think that a public complaint can immediately get them

what they want.

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Spreading Holiday Cheer Through Mobile Conveniences

While some retailers choose to avoid incorporating mobile capacities in their day-to-day business, it is

important that they look to mobile as an ally, since it allows for any given brand to expand its reach and

improve customer relations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Offering mobile conveniences that aid a customers’

in-store experience has the potential to boost engagement, sales, and the buying experience.

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The Night Before Scammers Steal Christmas

Since many retail transactions take place online where

scammers can publish counterfeit offers, websites, and

mobile applications to fool customers, brands must be

aware that they are increasingly vulnerable to fraud

during the holiday season.

_____________________________________________

Retailers should raise their vigilance early in the year

by monitoring online forums, domains, and Web stores

for any potential brand- and reputation-affecting

activities which could cause an unexpected customer

service nightmare.

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