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

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 ...

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.

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, ...

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 ...

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 ...

AUSTIN, Texas--(BUSINESS WIRE)--Small and midsize retail businesses (SMBs) are facing a perfect storm of rising product return rates, coupled with growing consumer expectations for eco-friendly ...

A select group of shoppers will soon be receiving refunds for a return they might not even remember placing. Amazon announced Thursday that it was issuing refunds to customers for items they purchased ...

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 ...

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 ...