Building a Recognition Engine to Keep Top Talent

Are your front-line employees getting the recognition and supportive coaching they need to stay engaged and excited about serving your consumers? Are they motivated to bring their A-game each and every day?

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Claims Abuse and Fraud: Bigger than Chargebacks?

The uptick in ecommerce has inspired many trends for businesses of all sizes and stripes —and not all of them are positive. While most omnichannel and ecommerce retailers have historically been concerned with chargeback fraud, some now recognize a type of....

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5 Tips for Coaching Front-Line Workers

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....

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Sustaining Profitability and the Environment: A Retail Necessity

COVID-19 has had a substantial impact on all industries, and retailers, in particular, are still struggling to make sense of changing consumer dynamics and new shopping realities. This article is not about this societal crisis, but another more slow-moving....

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Returnless Refunds: 4 Risks and How to Mitigate Them

A returnless refund—the practice of refunding or replacing a consumer’s purchase without requiring that the item itself be returned—has been an unpublished option that retailers have used at their discretion for many years. The decision is gaining popularity....

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Will BOPIS and BORIS Replace Delivery?

Covid-19 accelerated omnichannel shopping trends, such as BOPIS (buy-online-pickup-in-store) and BORIS (buy-online-return-in-store). Now retailers need to have a deep understanding of those consumer omnichannel purchase and return behaviors. Case in point,....

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Is Free Shipping Dead?

Everyone knows shipping is costly. Return shipping can be even costlier. In an effort to give consumers what they want, when they want it (aka good consumer service), retailers are running up costs for labor and packaging by shipping one item at a time. This....

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6 Trends for 2022

What are the big trends in retail? See six highlights in under six minutes. Retail Touchpoints magazine interviewed retail technology vendors at NRF Big Show 2022. They summarized powerful trends in the marketplace: the convergence of social commerce and....

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Huge Growth in Returns Affects Everyone, Not Just Retailers

As a retailer, you know that the cost of returns is much more than the loss of a sale. Returns and return fraud have a cascading effect on your business’ revenue and profit. The National Retail Federation has compiled returns data for 2021 in a comprehensive....

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Retail Returns: Your Problem Isn’t Logistics

Overview “Sell to your consumers wherever they want to shop” was the philosophy behind much of the current expansion in retail. Store and ecommerce channels were designed to make buying easy. Receiving and processing returned merchandise, however, was a....

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