While buying some important merchandise on Etsy (ugly Christmas sweaters!), there was no information to tell me whether the items would arrive before Christmas. Very few sellers include shipping & handling estimates. And there were no delivery estimates at checkout. Now 48 hours after my order and 5 days before Christmas, I’m checking tracking numbers and … Continue reading
Category Archives: Retail
Free vs. easy returns.
Lately, I’ve observed a significant decline in the return experience with a number of my favorite online retailers. The main causes are: Multiple packages for one order No return shipping labels Extra paperwork to fill out manually As a frequent online clothing shopper, free returns used to be the most important thing for me, after free shipping of … Continue reading
Starbucks rewards.
Open letter to the head of Loyalty and/or Customer Experience at Starbucks: Hi there, You don’t know me by name, but I’m a “heavy user” of Starbucks. Since 2004, I have gone to Starbucks >5 days a week. And with very high frequency, I buy 7 days a week and more than 1x per day. … Continue reading
I just experienced omnichannel.
Omnichannel has been a buzzword in the retail space for a few years now. Every retailer has an omnichannel strategy and it is announced as a priority to the board and shareholders (if the company is public). The reality is that most of this is platitudes – important to emphasize, but hard to deliver on. … Continue reading