Finding ideal solutions for how the retail environment evolves can be challenging;

however, it is an incredible opportunity to start a business where the customer experience

is a focus. There are huge changes as technology is driving customers to shop for
merchandise today, which features a direct impact on the behavior of the retail industry.
This reflection, based on dimensional research examining practical implications for retailer
businesses from fifteen interviews with customer service expertise around the world,
indicates briefly the opportunities and challenges of retailers in the age of technology
trends.

There is a famous philosophy of customer service that is appreciated by two well-known

retailers namely Marshal Field and Harry Gordon Selfridge: "The customer is always
right". Indeed, if customers' demands are not met, they will turn to other competitors and
the retailer could be at the loss. That is why customer service plays an important role ever
in the growth of the retail business. In other words, customer service is the lifeblood of a
retail business.

You can wait fifteen minutes just to pay for candy as there is no cash register in the store,
or you just sit at home and shop on online platforms on a rainy day. Apparently, these have
certain effects on customers and can lead them into different experiences, from shopping
in-store to buying online through websites. The fact that there are still many retail
operations that use pen and paper processes day by day while customers are looking for an
amazing personal shopping experience when shopping. Of course, good customer service
will boost your business, and bad customer service can put you out of business.

There is no denying that social media such as Twitter, Facebook, or blogs are the dominant
trend, having the widest reach of any organization. Customers can freely leave their happy
or dissatisfied feedback on certain products on any online comment site. A saying that
goes: "Customers won't beat you on social media if they're happy.". It is straightforward to
understand that customer feedback is an extremely preferable way to promote without
advertising costs; however, it can play the opposite role if a retailer does not "do a great
job, as always".

Retail businesses need to arm themselves with the best customer service strategies as well
as the most appropriate ways to deal with negative comments. One point of the case is that
Adam, working for a home security products company in Canada, made the best use of
social media in capturing the thoughts of customers. Honestly, it is sometimes very rude to
criticize others directly in person and some customers choose the way that tells friends or
families about what they through. What is mentioned is that word of mouth is really a
double-edged sword that every retail business faces. Through social media, however,
businesses can understand some of their limitations and therefore take steps to improve.

Holidays are golden opportunities for business to multiply their sales volume. According
to the National Retail Federation, retailers can generate 20-40% of sales annually on major
holidays like Cyber Monday, Black Friday, or Christmas. In addition to reaping huge sales
from the holidays, retailers also face the challenge of product or labor shortages which will
cause some inconvenience for customers. Meanwhile, customers are also really stressed
because they have to make a list of something to buy and have to update all relevant
information such as discounts or coupons, even just pay attention to what is discounted and
that is why they may feel regret later.

All a retailer needs to do during holiday times is find the most suitable solution in the fastest
and easiest way to provide information to customers and help them stay calm about their
product choices. With respect to every retailer, it will have a different approach to handling
the holiday customer rush. Pelle, working in a company selling fashion accessories, for
example, investing in a customer service platform that allowed more self-service
capabilities and streamlined workflow. Conversely, Claire, operating a furniture and
appliance chain, encourages all employees in all functions to be made responsible for peak
times. However, doing this can lead to some drawbacks as the employee is not properly
trained in customer service. Hence, there is no best way for retailers to prepare for spikes
like the holidays. Whichever method is used, however, there are two strategies: as so on as
possible - having everything ready on time, and using the data available to convince
managers to invest in more assets.

Your retail store is likely to have a lot of people using your products and services or even
huge fans. They may and will stick with your company over any competitor. But what is
worth mentioning is how to have them talk about your prospects. They can be more
influential and far-reaching than whitepapers, webinars, events and, when used correctly,
add tremendous value to your retail business. This explains why advocacy for customers
is really critical and can drive your business growth.

The customer service department has to take care of customers and support them anytime
they need it. Especially in this new era of technology, the customer experience is a priority
so that they can pass on their experience to their friends and the cycle of word mouth goes
on. The advantages that the technology can bring to a retail business are huge, but there are
certain disadvantages due to the limitation of not being able to meet or speak to customers
directly as well. This is closely related to the statement at the beginning, and if have an
appropriate answer for this tough question, the retail business will be really successful and
develop continuously.