Offering a great online customer experience requires a lot more than having an attractive website. Customers also expect fast, frictionless order fulfillment and a high level of service.
Online shoppers want to buy from merchants that demonstrate that they understand them, care about solving their problems and can offer meaningful advice when needed.
That’s why I’m looking forward to hearing Kelli Durkin, vice president of customer service at Chewy.com, discuss the pet supplies retailer’s “high-touch” customer service during the session “Building Loyalty Through High-Touch Customer Service.” She plans to detail how the retailer hires carefully and thoroughly trains its customer service representatives.
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