The ability to access information and services instantly on smartphones has shifted expectations, and consumers are growing increasingly impatient. The need for speed is showing up in survey after survey: … Read more “The Need for Speed in Customer Communications in Retail”
Andrew GaffneyPresident/Founder at Retail TouchPoints
Andrew is the President and Founder of Retail TouchPoints. With extensive expertise in retail, Andrew focuses on helping retail brands deliver exceptional customer experience.
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Retail analysts concur that personalisation is the way forward in retail. Forrester says: “Personalisation is no longer optional for delivering exceptional customer experiences.” BRP says: “Personalisation is not just a … Read more “Tapping the Right Data for Relevant, Personalised Customer Engagement in Retail”
Email and phone are retailers’ top methods for communicating with customers. But consumers increasingly are using digital channels like a website, app, voice response system, online chat or social media. … Read more “Eliminating the Retailer-Customer Communications Gap”
Speed of service and omnichannel strategies are two of retail’s megatrends, both rooted in consumers’ ever-rising expectations to get what they want, where, and how they want it, right now. … Read more “Breaking the Dependance on Email in Retail”