Archive for Brian Curran

Insights on the Customer Experience

Study Finds Retailers Can Recapture Disgruntled Customers via Social Media

Posted on March 3, 2011by
Brian Curran

 
Today, I’m thrilled to unveil the Retail Consumer Report.  We recently partnered with Harris Interactive to survey consumers who shop online about their expectations and experiences with retailers in social media.  I must admit—even for an industry veteran like me with 25 years of experience in retail managing customer support strategies—I was surprised and delighted Read More »

Experience Guide for a Successful 2010 Holiday Season

Posted on December 28, 2010by
Brian Curran

 
Let’s face it, this is the most important season for retailers and ecommerce companies – for most, it will make or break their fiscal year. But the reality is that for many retail and ecommerce vendors more emphasis is placed on correctly stocking the shelves, rather than taking stock of what customer service issues you Read More »

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