Customer Service 3.0

Customer Service, Technology Lab, Technology News

The new generation of informed and hyper-connected consumers is changing the parameters of interaction with companies. Social networks and mobile technologies are at the forefront of these changes.

Technological advances have totally reconfigured our daily communications. In less than two decades the accelerated digitization of our society has changed both the way in which millions of people interact and search for information, and the spe[...] Tactics Subscribers Read More...

One Less Barrier

Customer Service, Special Needs

Forum Istanbul makes getting around its expansive halls less daunting for blind or visually impaired customers.

At nearly 1.9 million square feet, Forum Istanbul has always stressed the size of its offering in its marketing campaigns. The Turkish retail and leisure center’s 265 shops and restaurants, 20 anchors, entertainment center and amenities that c[...] Tactics Subscribers Read More...

Pearlridge Powers Up

Amenities, Customer Service

Hawaii shopping center launches sponsor-backed electric vehicle charging program.

There are usually two states of mind that drivers display when they pull up to a pump: dismay or resignation. Pearlridge Center did away with both recently, provoking excitement instead when it unveiled two electric vehicle (EV) charging station[...] Tactics Subscribers Read More...

12 Days of Parking

Customer Service, Services, Social Media Campaigns, Technology Lab

Mall of America counts down the days to Christmas with a social media contest to win free day parking and a mall gift card

Last December 13, holiday shopping at Mall of America (MOA) got a whole lot easier. That's when the top tourist destination launched "The 12 Days of Parking," a contest in which MOA reserved a dozen front-row parking spots to give away over the [...] Tactics Subscribers Read More...

Salon in the Restrooms

Amenities, Customer Service

With the right amenities and decor, your mall restrooms could be one more reason for shoppers to linger longer.

Here’s an interesting little idea coming out of Buchanan Galleries in Glasgow, Scotland. The center has made hair straighteners available to shoppers in the ladies’ washrooms for those last-minute touch-ups. Some more beauty kit items you[...] Tactics Subscribers Read More...

On Park Duty

Customer Service, Mall Security, Parking, Services

Public/private partnership has mall volunteers pull shift at their local park for special events in exchange for help with security and parking.

Malls usually count on partner organizations to stretch their promotional budgets and support their events, but Tysons Corner Center is seeing its relationship with Fairfax County Parks & Recreation from a different angle. Volunteers from the[...] Tactics Subscribers Read More...

Got Time to Spare?

Customer Service, Services

Customers who love to shop step up to assist low-mobility visitors for whom a trip to the mall is a little tougher to manage.

Broadway Shopping Centre is hoping that its customers’ response will be a resounding “yes!” The UK mall is seeking escorts who can help people with limited mobility shop. Anyone interested can call in to the Bexleyheath Shopmobility portac[...] Tactics Subscribers Read More...

One for the Boys

Amenities, Customer Service, Services

Mall turns 5,000sq.ft. empty mall shop into the Men’s Den, a drop-off center of sort for those seeking shelter the holiday mayhem.

No matter how hard she tried, the female shopper that the Pickering Town Centre (PTC) concierge found peering through the window of the holiday Men’s Den wasn’t getting her husband’s attention. Sunk into a recliner, he was fully engrossed [...] Tactics Subscribers Read More...

Code Red

Customer Service, Services

Deira City Centre turns into Red Central during community education and disease-prevention event for women.

Dubai’s Deira City Centre (DCC) issued a wakeup call to women last spring with a campaign to raise awareness of the omnipresent threat of heart disease and stroke. Joining the international Go Red for Women initiative, DCC reminded its cust[...] Tactics Subscribers Read More...

Building Sales Is about Building Relationships

Customer Service, Services

These four tips will help you turn customer service and engagement into productivity gains.

Over the past few months, I have been working with clients in eleven countries. All of them have had economic difficulties. Some retailers are looking at the state of the economy and complaining about lost sales, while others are looking at the [...] Tactics Subscribers Read More...