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Customer service in your typical brick-and-mortar store used to be the only kind of customer service that people dealt with on a regular basis. There were brands and companies like Nordstrom, Macy’s, Barneys, etc., that held themselves in high regard for their luxury goods and the luxury shopping experience they provided.
Today, millions of shoppers are buying goods and services online. While they aren’t interacting in-person anymore, e-commerce sellers still need to offer excellent customer service to stay competitive in an ever-growing global marketplace.
In this episode, we talk with our Design Lead, Lin Zarcone, comparing and contrasting brick-and-mortar customer service with e-commerce customer service.
Show outline:
- What is unique to brick-and-mortar customer service?
- What is unique to e-commerce customer service?
- What do brick-and-mortar and e-commerce customer service have in common?
Show links:
- E-Commerce retail sales continue to rise (PDF): QUARTERLY RETAIL E-COMMERCE SALES – US Census Bureau News.
- Next episode in this series: Ep. 010 – Brick-and-Mortar vs E-Commerce Customer Service Part 2; Using Proactive Customer Service to Influence Shopper Decisions.
