Aug 03 2022

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....

Feb 28 2022

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....

Jan 27 2022

Does Your Return Policy Protect Your Bottom Line?

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....

Jan 20 2022

Omnichannel Returns: What Your P&L Can’t Ignore

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....

Nov 15 2021

Reducing the Financial Impact of Holiday Returns on Profitability

From a financial perspective, every holiday season has its own twist – but two things are a given: retail yearly profits depend on solid holiday season sales, and consumers will be returning items after the holidays.

Nov 01 2021

Foiling Holiday Cash-Back Scams

How can a candy bar purchase cost a retailer hundreds? It could be happening in your stores right now if you offer cash back with a debit card purchase. A particular cash-back scam crops up this time of year as the holiday shopping frenzy kicks into high....

May 26 2021

Retail Returns: Who’s in Charge of the Experience?

Executive Overview If your company doesn’t already have an executive with overarching power to be in charge of the entire returns experience, you’re not alone. Very few do despite the important role the return experience plays in the consumer journey,....

Aug 27 2020

COVID and Employee Fraud: What to Expect for the Remainder of 2020

2020 has brought about many changes to retail. From sneeze guards at the register to one-way aisles and floor stickers to promote distancing, stores are operating very differently than they have in the past. Employee fraud, however, is something that has been....

Jul 02 2020

#RetailRecovery and Operational Issues

As retailers begin to re-open stores during the COVID-19 pandemic, every aspect of brick-and-mortar retail will need to be re-examined. By knowing what to expect, you can jump into #RetailRecovery assured that your stores, and profits, are protected.

Jun 15 2020

#RetailRecovery and Internal Loss

As retailers begin to re-open stores during the COVID-19 pandemic, every aspect of brick-and-mortar retail will need to be re-examined. By knowing what to expect, you can jump into #RetailRecovery assured that your stores, and profits, are protected.

Employee Insights