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 ...

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.

Many retailers are getting the concept of customer journeys wrong, or, rather, they have great customer journeys mapped out — they just end after the “purchase” moment. For sure, the concept of a ...

New European Union rules are making online returns simpler for consumers and more demanding for retailers.