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Retail

How Retailers Can Cut the Queues and Reduce Customers’ Waiting Time

15 Effective Ways to Improve Retail Customer Engagement

How Retailers Can Adapt to Ensure They’re Delivering Superior Customer Experiences in an Economic Downturn

How to Increase Customer Satisfaction in Retail

Six Ways Chatbots Can Enhance Retail Brand Communications

Remaining Competitive in Retail: How to Optimize Customer Experience

How VR is Leveraged in Customer Service and Retail Training

Key Retail Trends Right Now: Delivering Seamless Customer Experiences

Inspiring Ways to Create a Customer-Focused Experience within Retail

The Latest Technology Revolutionizing the In-Store Customer Experience

What the Delivery Feedback Gap Means for Retailers and How They Can Close It

In Retail Today, There’s Only One Way to Avoid Becoming Another Amazon Warehouse Supplier

Changes in Consumer Insights Shopping Habits

It’s the Post-Purchase Experience That Damages Retail Brands the Most According to Trustpilot

7 Ways to Provide Perfect Customer Service in the Home Improvement Industry

5 Customer Service Lessons from the Mall of America

Only Delighted Customers Should Bounce Back: Tips to Help Online Merchants Prevent Chargebacks

How E-Commerce Businesses Can Thrive Amidst a Retail Crisis

Top 4 Customer Loyalty Tips for Retailers

Customer Connect Expo 2025
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Latest Articles

  • Three Trends and Predictions for CX in 2026
  • Top 10 Synthetic Data Generation Techniques Ensuring Chatbots Never Fail Their Customers Again
  • Why Customer Service Matters More Than Ever in Logistics and Distribution
  • What Downtime Teaches Us About Efficiency and Customer Experience
  • Target’s “10-4 Rule”: A Step Forward for Customer Experience or a Step Too Far?

Customer Service News

  • Disrupt ’26: Sabio Expands Europe’s Leading CX Programme as AI Moves Beyond the Hype
  • DHL Boosts Operational Efficiency and Customer Communications With HappyRobot’s AI Agents
  • ASAPP Unveils Customer Experience Platform to Power the Agentic Enterprise
  • Sprinklr and SAMY Strengthen Global Partnership to Deliver Next-Gen Customer Experience Solutions
  • Five9 Announces 2025 New Era of CX Award Champions at CX Summit

Knowledge Base

  • Investing in Employee Training: 9 Long-Term Benefits for Businesses
  • Employee well-being: The new cornerstone of exceptional customer service
  • Understanding Digital Customer Service in Online Betting
  • Customer Service Vision and Mission Statements That Teams Actually Use
  • Contact Center Attrition Rate: What It Is and How to Calculate It

Manager’s Toolbox

  • What are the Five Stages of Team Development and Performance?
  • What are the Ten Principles of Reinvention?
  • What Are The Clarkson Principles of Stakeholder Management?
  • What are Deming’s Fourteen Points of Management?
  • Are They Really Listening? How to Find Out and What to Do

About CSM

Customer Service Manager (CSM) is the leading resource for Customer Service Managers and professionals. With more than 20,000 members in 57 countries, we are dedicated to helping improve customer service worldwide!
ian-miller-proCSM is edited by Ian Miller. Please contact us with your comments, questions or suggestions.

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