豪华百货商场及中档商场逐渐将客户服务作为他们的主要吸引力,以及将顾客从折扣店和网店吸引过来的最佳方法。Hudson's Bay公司首席执行长理查德・贝克(Richard Baker)说:“我们投入了大量时间、资金和精力来吸引新顾客,我们最不希望做的事情是,在做了那么多工作后,因为一次糟糕的购物经历而丢掉了顾客。” Hudson's Bay为萨克斯第五大道百货(Saks Fifth Avenue)及Lord & Taylor的母公司。
That is why Andrea Robins spent several hours on a recent weekday hunting for a handbag. Ms. Robins is Saks's senior director of customer service, who solves problems that escalate from any of the retailer's 113 full-price stores and outlets. A customer at a Saks Fifth Avenue store in Florida had bought a $1,850 Gucci bag to be shipped to her daughter in Washington state. The store mistakenly sent it via ground, not air, and the bag wasn't going to make it in time for the daughter's birthday.
这也是安德列娅・罗宾斯(Andrea Robins)在最近一个工作日花了数小时搜寻一只手袋的原因所在。罗宾斯是萨克斯百货的客户服务高级总监,负责解决该零售商的113家正价商店及折扣卖场涌现出的问题。一名顾客在萨克斯百货佛罗里达店购买了一只价值1,850美元的古驰(Gucci)手袋送给住在华盛顿州的女儿。该店误将手袋通过陆地运输而非空运方式寄出,这样一来手袋将不能在顾客女儿的生日当天及时送达。
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