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practice of refunding or replacing a consumer’s purchase without requiring that the item itself be returned—has been an unpublished option that retailers have used at their discretion for many years.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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Insights from 2021 US Retail Returns Analysis

The rapid shift toward more omnichannel transactions continued in 2021, and the value of retail returns hit $761 billion—an unimaginable figure five years ago.

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8 Thorns That May Be Harming Your Ecommerce Return Experience

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....

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What Does It Take to Be a Leader in Omnichannel Returns?

Many businesses have ecommerce capabilities, but most need to improve the consumer experience surrounding return transactions. This may be expected following the rapid growth of online sales and omnichannel returns during 2020 and 2021. Retailers often treat....

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Are Your Omnichannel Return Capabilities Falling Behind the Curve?

The past few years delivered unprecedented growth in online shopping and a corresponding explosion in return rates. Ecommerce returns are now two to three times greater than returns for brick-and-mortar purchases. In 2021, one out of five of online purchases....

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Appriss Retail Named a Leader by RIS News

Annual Ranking Pegs Appriss Retail in the “Top 20” of All Retail Solution Providers Appriss Retail, an industry leader in retail customer experience solutions, today announced that the company has been named a leader by RIS News as a part of the publication’s....

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5 Ways Siloed Shopper Data Complicates Your Sales and Return Transactions

Shoppers typically think of a retailer’s ecommerce site and brick-and-mortar location as extensions of the same store. They may shop through a single channel or buy-online-pickup-in-store (BOPIS) or buy-online-return-in-store (BORIS). Regardless, they expect....

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How to Turn Returns into a Rewarding Consumer Experience

The bond between retailers and their “best” consumers has been put to the test over the past few years. As the COVID-19 pandemic shifted shopping online and shuffled behaviors, it brought forth new demands on retailers to maintain existing relationships,....

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