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Black Friday, Cyber Monday Performance Shows Opportunity for Retailers to Stand Apart

December 4, 2012
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A STELLAService evaluation of customer service performance over the busy stretch of Black Friday through Cyber Monday reveals some insights into how retailers prioritize their customer service efforts. For example, J.C. Penney ranked near the bottom of the pack last year in phone and email support. With a new chief executive in place this year, however, the company clearly placed an emphasis on improving phone support during the holidays, besting the rest of the field in time to reach a customer service agent (average time of 22 seconds).


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Looking through all of the Black Friday/Cyber Monday articles on the business wires over the past week has left me in a bit of a haze. Mobile sales are up. Store sales are down. Online sales are up. Promotions worked. Promotions didn't work. It can all get very confusing. How did Cyber Week pan out for your brand?




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