Customer Experience

Retailers Focus on Customer Experience for the Holiday Season

November 10, 2016

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Welcome to This Week In Reviews, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: retails companies focus on a personalized customer experience for the holidays, Volvo introduces Volvo Increased Protection, and 84 percent of patients use review sites to find doctors.

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Retail Companies Work to Engage with Customers

Holiday shopping season is fast approaching, and brands are working to build a personalized experience.

According to Street Fight, retailers are using mobile as a way to engage with customers.

Saks Fifth Avenue, for example, has partnered with Salesfloor to assist store associates with creating improved customer relationships.

Also, The North Face is simplifying the shopping process with IBM’s artificial intelligence computer Watson.  This mobile app asks customers questions such as where the customer will use the jacket to simplify the buying process.


Volvo Creating a Better Customer Experience with F&I

Last month, the automotive manufacturing company Volvo introduced the finance and insurance (F&I) product suite called Volvo Increased Protection, which is a bundle of services including total loss protection and vehicle service contracts.

The company has partnered with JM&A Group, an F&I provider in the automotive industry.

Volvo Increased Protection is meant to improve the customer experience, especially when it comes to repairs and service, said Brian Walwyn, JM&A Group’s vice president of field sales operations, to Automotive News.

84 Percent of Patients Use Review Sites to Choose Doctors, Survey Finds

According to a recent report from Software Advice, 84 percent of patients consult review sites when searching for a doctor.

The researchers also found that as the first step to finding a doctor, 77 percent of patients use online reviews. And even 47 percent of patients say they would go to an out-of-network doctor – instead of an in-network doctor – if that doctor had better reviews.

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