In the try-on economy, managing returns strategically is critical to supporting both the business and the customer experience ...

University of Alabama at Birmingham Collat School of Business marketing expert and assistant professor Yufei Zhang, Ph.D., explains how this can be a big problem for retailers and offers her ...

You can’t please all the people all of the time. But how you handle returns can have a big effect on your bottom line. A borderline shopping addiction can teach you a lot about customer experience.

Forbes contributors publish independent expert analyses and insights. Pam Danziger reports on retail, focused on the luxury consumer market. Ask anyone in retail, and they’ll tell you that returns are ...

A small business's products can fail due to forces within or beyond the control of the customer. In either case, consumers have an expectation that a manufacturer or retailer will repair the product, ...

Readers may have heard the classic Steve Jobs quote, “Some people say, ‘Give the customers what they want.’ But that’s not my approach. Our job is to figure out what they’re going to want before they ...

Over the past two years, online shopping has increased at an unprecedented rate. As consumers have become accustomed to making online purchases at least once a week, these (often impromptu) purchases ...

Let’s get back to the discussion of the definition of a customer: Are we talking about the customer as a business or the customer as a person? If the customer is a business, then it is likely that the ...

A viral video of a Costco customer returning a couch purchased over two years ago sparked online discussion about the wholesale retailer’s return policy and whether customers are abusing it. A woman ...

Online shopping is arguably the most convenient purchasing experience. A person can be anywhere at any time, search your online shop, press a button, and magically a shipment arrives at their door. It ...

With the holiday season's soon ending, many retailers are preparing for consumer returns requesting either exchanges and/or refunds. University of Alabama at Birmingham Collat School of Business ...