by Stephen May | May 5, 2023
Retail has undergone significant changes in recent years, not the least of which is the struggle to maintain a full, motivated workforce. Nearly every store seems to have a perpetual “We’re Hiring” sign, and most are clearly understaffed. In addition, retail employee...
by Stephen May | Aug 3, 2022
You’ve noticed them while you’re shopping and even in your own company—associates who are uncertain and therefore work slowly and make errors. They get flustered and skip steps. Their confidence crumbles. Bad actors also see it, and they will target the flustered...
by Stephen May | Feb 28, 2022
In the fable “Androcles and the Lion,” a boy removes a thorn from a lion’s paw and gains the lion’s loyalty for life. Recently, our team of researchers vetted the ecommerce return process at 55 omnichannel retail chains in search of thorns. They found eight common...
by Stephen May | Jan 27, 2022
In the past 24 months, you have experienced multiple operational pivots and changes within your retail store. With each shift, you have worked diligently to provide a positive customer experience while remaining as profitable as possible. If you’re like many...
by Stephen May | Jan 20, 2022
You may have noticed that your consumers tend to initiate returns after their online purchases more frequently than after their in-store shopping. On average, returns for ecommerce transactions are two to three times more likely than purchases made in brick-and-mortar...
