Why are retailers focused on 'experience' when they can't get basic customer care right?
The paradox of putting our most inexperienced staff in front of our most experienced customer.
There are very few retail businesses that can afford to lose 20 per cent off the topline and survive.
Retailers need to remove the rose tinted spectacles and question the practicability of ivory tower initiatives.
Until the ‘beam me up Scotty’ machine arrives, retailers need to think about what being convenient for customers actuall...