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Customer Service

Angels at the Gate

Customer Service, Services

How some malls are taking holiday services to a new level.
Nice Fit The Harlequin showed some compassion for the denim-challenged last month. May 8 through 24, the UK center ran The Jean Genie service, a brainchild of the BWP Group. The PR and creative agency developed branded Jean Genie pods, whe[...] Tactics Subscribers Read More...

The Big Chase

Customer Service, Services, Technology Lab, Technology News

Shopping centers increasingly rely on partnerships and sponsorships to stretch their marketing budgets, improve profitability and enhance the shopping experience.
Technological advances have enabled malls and their new partners to offer shoppers memorable experiences It’s November 23, 2007. You’ve completed a hectic day of holiday shopping at Mall of America (MOA). All you want to do is go home, pu[...] Tactics Subscribers Read More...

The Technical Challenge

Customer Service, Services, Technology Lab

Consumers are all over new technologies but malls have been slow to respond. Now shopping centers are getting in the game with wireless promotions and searchable websites.
New technologies are everywhere, whether you realize it or not. In many cases, cutting edge technology is built right into the very bones of the mall. When Forest City Enterprises decided to host the MAXI winning program, Symphony in Lights at i[...] Tactics Subscribers Read More...

Little Secrets

Customer Service, Services

Helpful elves come to the rescue of the gifting-impaired.
Géraud heads to La Part-Dieu with his mobile phone glued to his ear. The 36-year-old is your typical business executive who spends his days rushing from place to place. Today, he’s decided to stop at the Lyon shopping centre to find a gift fo[...] Tactics Subscribers Read More...

Back from the Brink

Amenities, Customer Service, Services

Corporate partners can help foot the promo Bill.
Story by Myriam Beaugé You can always tell when a centre is about to go bust. Popular retailers that should be sure winners begin to close their doors, peak-hour footfall drops and clearance sales become the most attended events. As produ[...] Tactics Subscribers Read More...

Grown-up Wishes

Customer Service, Services

Lakeside is committed  to constantly creating new customer service initiatives.
For many consumers the annual Holiday season brings an increase to an already hectic pace of life. Office parties, family gatherings, food preparation, present wrapping, getting the kids to their annual visit with Santa, and shopping, shopping, [...] Tactics Subscribers Read More...

The ‘S’ Word

Amenities, Customer Service, Services

Service is the new marketing culture in leading shopping centres.
Get used to it: from now on, service is a word you’re going to hear a lot. In a retail marketplace still trying to reconcile multiple goals—profits, corporate citizenship, technological advance, among others—customer service weighs in heav[...] Tactics Subscribers Read More...

Service First

Customer Service, Services

BCSC president Bob De Barr aims to steer the industry toward higher customer service standards.
It’s easy to be portrayed as a lip server when you head up an association as large as BCSC. That hasn’t stopped Bob De Barr from setting an ambitious course for the organization, with the end goal of raising customer service standards across[...] Tactics Subscribers Read More...

Playing for Keeps

Customer Service, Services

Alan Jones of Bluewater brings a fresh approach to shopping centre marketing.
From the moment Bluewater opened its doors in Northwest Kent in 1999, it was clear that this wouldn’t be an ordinary mall. And after sitting down with marketing manager Alan Jones this past February, we gained a better understanding of why. [...] Tactics Subscribers Read More...

Seventy-six Million Boomers Ready To Shop!

Amenities, Customer Service, Services

Baby boomers are the largest generation in history, so it’s no surprise that retailers are keen to accommodate them.
Baby boomers make up the largest generation in history—more than 76 million citizens in America alone. Born between 1946 and 1964, one baby boomer marks a half century milestone every eight seconds. It’s the long expected and often hyped agi[...] Tactics Subscribers Read More...
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