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At Magid, we know what makes people tick and how to harness that to drive business growth. By deeply understanding human behavior, we aspire to transform the consumer experience and pave the way for a future where businesses thrive through genuine connection.
Our comprehensive suite of products combines unparalleled consumer intelligence and advanced data expertise with strategy and activation, ensuring you’re always a step ahead of the competition.
Propel your business forward with AD.VANTAGE
Transform your brand’s engagement and drive growth with emotional Insights
Unleash journalism with Collaborator Newsrooms.
Where audience intelligence meets impact
Unlock cultural insights to shape your brand’s strategy
Transform your brand’s inclusivity with DiversityLens
Crack the code to audience engagement with eDNA
The definitive segmentation and audience toolkit for streaming video
Never miss a beat!
"*" indicates required fields
"*" indicates required fields
"*" indicates required fields
At Magid, we know what makes people tick and how to harness that to drive business growth. By deeply understanding human behavior, we aspire to transform the consumer experience and pave the way for a future where businesses thrive through genuine connection.
Our comprehensive suite of products combines unparalleled consumer intelligence and advanced data expertise with strategy and activation, ensuring you’re always a step ahead of the competition.
Propel your business forward with AD.VANTAGE
Transform your brand’s engagement and drive growth with emotional Insights
Unleash journalism with Collaborator Newsrooms.
Where audience intelligence meets impact
Unlock cultural insights to shape your brand’s strategy
Transform your brand’s inclusivity with DiversityLens
Crack the code to audience engagement with eDNA
The definitive segmentation and audience toolkit for streaming video
Never miss a beat!
"*" indicates required fields
"*" indicates required fields
"*" indicates required fields
At Magid, we know what makes people tick and how to harness that to drive business growth. By deeply understanding human behavior, we aspire to transform the consumer experience and pave the way for a future where businesses thrive through genuine connection.
Our comprehensive suite of products combines unparalleled consumer intelligence and advanced data expertise with strategy and activation, ensuring you’re always a step ahead of the competition.
Propel your business forward with AD.VANTAGE
Transform your brand’s engagement and drive growth with emotional Insights
Unleash journalism with Collaborator Newsrooms.
Where audience intelligence meets impact
Unlock cultural insights to shape your brand’s strategy
Transform your brand’s inclusivity with DiversityLens
Crack the code to audience engagement with eDNA
The definitive segmentation and audience toolkit for streaming video
Never miss a beat!
"*" indicates required fields
"*" indicates required fields
"*" indicates required fields
At Magid, we know what makes people tick and how to harness that to drive business growth. By deeply understanding human behavior, we aspire to transform the consumer experience and pave the way for a future where businesses thrive through genuine connection.
Working with some of the world’s most admired retail brands – and others who aspire to be – means we are consistently asked about the state of customer service in retail by brands and the media outlets who cover them. Here’s what’s top of mind for 2019.
1. Engaging emotionally.
Today’s best retailer customer service experiences are driven by delivering a connection that uniquely aligns with the emotional profile of a customer. This must go beyond the fundamentals of addressing specific issues empathetically in the moment to the point of developing more authentic and empathetic engagements with customers throughout the buying journey.
Three keys to engaging emotionally throughout the journey:
2. Empowering with technology.
Online chat offers retailers and brands the ability to quickly react to customer service issues more efficiently. Many see this as a way to reduce customer service costs and don’t resource appropriately. This is a mistake – chat is one of the most effective means of engaging directly with customers on their terms and requires a serious strategy.
Customers continue to rank online chat as an increasingly important feature they look for in retailers and brands. As with most customer service-related stories, Nordstrom gets high ratings here for offering 24/7 chat and specialists in key categories.
3. Anticipating what’s next.
» Voice
The explosion and appeal of voice-enabled devices will allow retailers and brands to expand into a new dimension of commerce. With Google and Amazon driving massive promotions over the 2018 holiday season, it was hard to walk out of a Best Buy without a smart speaker in hand. At the end of the day, the ultimate disruption may not be in the smart speakers themselves, but rather the voice-enablement built directly into cars, home appliances, and other electronics.
Regardless, innovative retailers are actively determining the right use cases that drive consumer engagement with their brands. Many are already rapidly deploying skills-based content to get their brands into Alexa and Google’s vast ecosystems just as Butterball did when it added the Butterball skill on Alexa in time for Thanksgiving last year.
» Customization for the masses
Technology continues to up the ante with more and more consumers looking for previously unheard-of levels of customization. Last year, Nike made waves with its ‘house of innovation’ and sneaker customization (which Forbes covered as the “Best Retail Experience of 2018”). Recently Clinique announced new iD pop-ups, which aim to deliver a unique product and experience that moves beyond transactional beauty. Whether it’s in the products, experiences or both, online or off – consumers want customization.
Customer service is the realization of your brand experience. The best brands already know this. Learn more about Magid’s work with the world’s largest retailers. »
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