Customer service: getting back to basics online and at the till

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Mothercare found successful customer service begins and ends with your website, says Sharon Millard, not through search or social media


Like many brands, Mothercare has built its reputation on expertise, in our case positioning the company as a trusted source of information for parents worldwide, not only on baby products, but on birth and childcare in general. With this high-profile position comes an increased strain on customer service and a pressure to remain one step ahead of our competition when it comes to meeting our customers’ needs.

In order to keep our consumers happy and to make sure they return to us time and time again, the key to standing out is providing the right information, at the right time, in the right way and combining this with a consistency of service.

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