Anne Carson

Are generous Return policies fostering irresponsible retail behavior? I was reading an insightful article by Ted - https://lnkd.in/e7fQEZZ6 which set me thinking about this point that I have always wondered about - Has generous, easy return policies by sellers, fostered Irresponsible online shopping habits? For e.g Amazon and Costco have become synonymous with generous return policies, offering customers ample time and few restrictions to return purchased items. Multiple ways to return without the hassle of packing/shipping etc. While this customer-centric approach has undoubtedly contributed to their success, it has also inadvertently encouraged certain irresponsible buying behaviors. Here's what I have observed - 1. Trial and Error Shopping: Reduced Risk: With lenient return policies, consumers feel less pressure to make informed purchasing decisions.  Impulsive buying, as there's a safety net in case the product doesn't meet expectations. Product Abuse: In some cases, products might be used for a specific purpose (like a party dress or expensive electronics) and then returned, essentially becoming a free rental. 2. Overconsumption Inflation: Accumulation of Unused Items: Easy returns can encourage excessive purchasing, especially in fashion. Consumers might buy multiple items with the intent to return what doesn't fit or is not liked, contributing to overconsumption. Resell Market Impact: Returned items often end up in the resale market, potentially devaluing genuine secondhand items and creating additional waste. 3. Product Misuse and Abuse: Lack of Accountability: Knowing they can easily return a product, some consumers might treat items carelessly or use them beyond their intended purpose. This can lead to increased product damage and returns. In one case - a Costco member returned a $1400! children's outdoor swing/play set after 12 yrs, reason - Children have outgrown it! Return Fraud: In extreme cases, organized return fraud can occur, where individuals purchase items, use them, and then return them as defective, costing retailers significant losses. 4. Environmental Impact: Increased Packaging Waste: More products being ordered and returned results in a higher volume of packaging materials, contributing to waste. Reverse Logistics: The process of handling returns involves additional transportation and energy consumption, increasing the overall environmental footprint. While generous return policies enhance customer satisfaction, it's essential for retailers to find a balance between customer experience and responsible consumption. Implementing measures like restocking fees, limited return windows, or clear guidelines can help mitigate the negative impacts without compromising customer trust. What do you think? Post your comments and lets make a difference!

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Vendor selection - what I’ve learned and how I approach Over the years I have selected numerous vendors for work I’ve learned a general process that has helped to find the quality ones 1. Speak with multiple vendors Early in my career I had a tendency to pick the first vendor I talked to This was to just get the job done I learned that I was short-circuiting the process Talking to multiple vendors allowed me to see multiple points of view And see multiple methods to potentially solve the problem 2. Start small When it is possible I start with a small project for a new vendor This allowed me to see how their operation worked From project management Product or service delivery All the way through to invoicing 3. Evaluate regularly What I have learned to do is that for each invoice I receive Is to take a minute to mentally evaluate the vendor And on a regular cadence to provide feedback to the vendor As with any team member Vendors want to know what they are doing well And what they need to do to perform better In doing this I have found who my true partners are How do you select and evaluate vendors?

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5 Comments

It's interesting how retailers are slowly landing on the same three options for Self Checkout refinement to solve shrink. 1. Adding employee assisted checkout, 2. Adding barriers to leaving the store without confirmation of purchase (mechanical or human) or as a last resort, 3. Completely eliminating the option. From the consumer perspective its slowly becoming a negative experience... Curious what other options might exist..

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A bold move in the retail landscape! 🚀 After four years of progressive growth, Home Depot takes a strategic pivot, unveiling Orange Apron Media. This isn't just a rebrand; it's a statement. The retail giant is not just reacting to the evolving market; it's setting the pace. With this transformation, Home Depot positions itself not just as a retailer but as a forward-thinking media player. In a world where attention is currency, aligning with Orange Apron Media means tapping into a rich vein of engaged consumers. For marketers, this is the golden ticket. 🎫 Why does this matter for us in IT, Cybersecurity, and Event Management? Because it underscores a universal truth: adaptability is key to survival and success. As technologies and consumer behaviors shift, so must our strategies. Home Depot's move is a reminder to stay agile, innovative, and always customer-focused. Whether it's in retail, cybersecurity, or event creation, the principle remains the same. Let's take a page from their playbook. 📖 What's your take on this strategic rebranding? Is your organization poised to adapt in a similar fashion? Check this out: https://lnkd.in/dTe7N34j

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CODE-FREEZE IS COMING. Believe it or not, depending on when your code-freeze is, you have less than 30 business days to get your house in order. Home Depot had Halloween items on the floor in August, and I've already seen the pallets of Christmas Trees in the back corner of the store. Preparing for "T5" or Turkey 5 - the five busiest shopping days of the year from Thanksgiving to Cyber-Monday - is stressful. Probably more stressful than planning for extended family to come over for Lions football and turkey dinner. Probably not as stressful as the actual dinner itself - filled with arguments around politics and religion with Carl, your third cousin twice-removed. If you don't code-freeze, you really should. I'm a proponent of a freeze of new features and functionality at least a month before T5. Leaving the platform code untouched in the wild for a month: - Allows you to ensure customers resonate with the current flow and messaging - Lets you focus on monitoring and finding any bugs, vulnerabilities, or UX issues that would impact sales - Gives your development team time to make any performance improvements...speed translates to better conversion - Reduces the risk of deploying something containing unexpected bugs right before T5 You could have the best QA team in the world (or second best, since I have the best one - sorry) but the odds they'll find every bug is pretty low, regardless of testing process, tools, and automation. Once you get your latest features in front of 10's of 1000's of visitors per day, things will bubble-up. Edge cases that weren't thought of or people using a tool in a completely unexpected or unintended way (hey - it's not a bug, it's a feature!). You don't want to make these discoveries on 11/28. You need time to fix them. Don't redesign the website and launch it right before Thanksgiving. Make the things that you've done through the year incrementally better before Thanksgiving. Let your development team enjoy the Lions win, rather than stress about the phone ringing about the website being broken...let them fake that call instead, and use it as a get-out-of-jail-free card to get away from Carl...he's exhausting. #T5 #blackfriday #cybermonday #bfcm #thanksgiving #codefreeze #qa #softwaredevelopment #ecommerce

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Day 4 of the Hannaford grocery stores network outage, and still, transparency feels lacking. Customers and employees alike are left in the dark with minimal updates—a missed opportunity for clear, proactive communication in a time when trust is needed. In moments like this, companies owe it to their stakeholders to provide more than just a single unclear status update. By openly discussing the steps taken and an estimated timeline for resolution, organizations can foster trust, even amidst challenges. Good luck to the teams that I’m sure are pulling long hours to recover their systems. https://lnkd.in/em9Ea3Ty #CyberSecurity #IncidentResponse #CrisisManagement #Communication #Leadership #ITResilience

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Silos in omni-channel retailing? Home Depot recently promoted Jordan Broggi to executive vice president of customer experience and “President of Online,” raising questions about the integration of its channels. Despite being hailed as “…one of the most interconnected retailers in the world” by CEO Ted Decker, this move seems to suggest a separate focus on the online channel. On the other hand, as EVP of Customer Experience, Broggi may very well taking responsibility for customer experience across all chanels while simultaneously leading the online channel. Experts have long advocated for the elimination of silos in omni-channel retailing. The appointment of a president for a single channel at a retail giant like Home Depot sparks curiosity about the company's organizational structure. Thoughts? #Retail #OmniChannel #HomeDepot #OnlineRetail #BusinessOrganization

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Really good “transformation” read here, by Vineet Rao, Vice President of Enterprise Systems - Technology & Digital, at Abercrombie & Fitch Co. A really great read - for my retail technology and transformation leadership network - delving into technology, digital & business transformation. A few things that really stood out to me, and align with the opinions of many across my network, were: 1. The traditional pillars of transformation are; People, Process & Technology. But, Vineet adds Culture and Strategy into the mix. I’d go one further and add Data - but I love the inclusion of Culture and Strategy. Culture is an essential consideration within transformation, as it’s the people in the organisation and their level of understanding and buy-in that can make or break the success of a delivery. Strategy is also a great inclusion - what is the point of transformative initiatives without alignment to the business strategy - the big why?! 2. I love the phrases: - “transformation should be defined not by it’s size, but by the impact it delivers.” - “true transformation can be achieved when both business and technology transform in tandem.” - “no change is too big, or too small.” - “While some believe transformation is only possible through technology, and I don’t disagree, the key lies in the right use of technology.” It’s crucial to first understand the business problems being addressed and then identify the technology solutions that solve them And… “Culture is what binds it all together. Leadership needs to […] listen to the people who will conduct the work, give them direction (with reason), empower them, and stand back. Become available when needed, empathize, and celebrate. It is about getting everyone to believe in the purpose of why we are undergoing a transformation. This starts at the top – unless you believe in the purpose yourself, you will not be able to articulate it to get your team on the same page.” 3. The wrap is great… “We must each recognize what “transformation” means to us—whether as individuals, teams, or departments—and come to a collective understanding of its significance. This shared definition becomes our foundation, guiding us toward the desired outcome. And it all starts with a willingness to embrace change.” An excellent post that really resonated with me. Transformation is constant in the retail sector, and is an ever-present topic of conversation in my discussions and meetings. #CIO #retail #transformation

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4 Comments

RELEX Solutions recently surveyed over 1,000 U.S. consumers on extreme weather shopping habits. The survey found, among other things, that 53% of the respondents choose in-store shopping when it comes to weather-related shopping, and only 33% found retailers’ services and stock management satisfactory in these situations. Read more and get in touch with us to find out how we can help you manage your inventory and optimize your demand planning, rain or shine: https://lnkd.in/gd_YQ5gy #Survey #ExtremeWeather #SupplyChain

5

Many think vendors are a cost A liability to remove I've not found this to be a winning recipe for success Vendors are a cost Just the same as employees I've found many that treat vendors as enemies Other than ego - I don't understand the reason In my experience vendors provide solutions Solutions to problems that are difficult to solve with employees Maybe because the team doesn't yet have experience The vendor can come in and do the work at the beginning Then train the team Vendors also broaden the skill set of the department This is a win-win What do you think of vendors?

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Why should retailers embrace a Distributed Order Management System (DOMS) for their retail business in 2024? As consumer behaviors shift, relying solely on physical storefronts is no longer enough. Enter Distributed Order Management Systems (DOMS), the ultimate tool for seamless operations across multiple channels. A DOMS centralizes order management, providing real-time inventory visibility and multiple fulfillment options like BOPIS and Ship from Store. This ensures seamless operations, reduces costs, and boosts customer satisfaction. Discover in HotWax Commerce's blog post, how a Distributed Order Management System can revolutionize your retail business in 2024. https://hubs.la/Q02zfX7D0 #ShoppingandtheRetailIndustry #eCommerce #Retail #Omnichannel #OrderManagementSystem

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Why should retailers embrace a Distributed Order Management System (DOMS) for their retail business in 2024? As consumer behaviors shift, relying solely on physical storefronts is no longer enough. Enter Distributed Order Management Systems (DOMS), the ultimate tool for seamless operations across multiple channels. A DOMS centralizes order management, providing real-time inventory visibility and multiple fulfillment options like BOPIS and Ship from Store. This ensures seamless operations, reduces costs, and boosts customer satisfaction. Discover in HotWax Commerce blog post, how a Distributed Order Management System can revolutionize your retail business in 2024. https://hubs.la/Q02G-bKp0 #ShoppingandtheRetailIndustry #eCommerce #Retail #Omnichannel #OrderManagementSystem

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3 Comments

From forecourts to menu boards to mobile apps, travel centers and C-stores are paying more attention to their customer experience. This increased focus is the result of travel centers and C-stores needing to compete beyond the traditional C-store channel (QSRs and others trying to nudge into the “convenience” space), higher expectations for digital accessibility, and the increased importance of food service, where customer experience is a huge determiner of success. In this podcast discussion with Amy Toner at the NATSO Foundation we discuss customer experience and NexCX, NexChapter’s suite of customer experience assessment solutions purpose-built for the convenience industry. In addition to discussing NexCX’s unique customer experience assessment capabilities, we delve into a specific example of how a convenience retailer was able to utilize a customer experience assessment to make changes that resulted in a measurable increase in customer engagement. 🎤 https://hubs.la/Q02GpDP50 ⏩ At NexChapter I'm helping clients leverage customer data to drive stronger engagement. 📩 Reach out if you'd like to discuss: [email protected] #cx #customerexperience #convenience #cstores #nexchapterinc

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“I’ve always said that demand planning is the key. It sets the pace for our supply chain and prepares the ground for everything else – strategically, tactically, and operationally. Thanks to the statistical forecasting capabilities of RELEX, our demand planning process is now automated. Not only does this save valuable time, but we’re also getting much better forecast accuracy.” Arijit Saha, General Manager of Supply Chain at Tegel Foods Ltd, sheds light on how Tegel has benefitted from RELEX Solutions software. #CaseStudy #SupplyChain 

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#ICYMI: Monday, July 15 was your last day to write a check to pay for merchandise at Target, as the retailer took a big step in curtailing #checkfraud. This article in Fast Company is a great #PSA, educating FastCo's broad audience about checks and how they are used to commit financial crimes. While I disagree with the utility of the (surprising and retro!) pro-cash views held by author Jay Zagorsky, associate professor of markets, public policy and law at Boston University, it's still an informative article. Read and share! https://lnkd.in/eukbimig

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Store brands are one of the ways shoppers can save money and unlike older Gen X and Boomer generations, young Millennials and Gen Z don't have the same preconceived notions about store brand quality. In fact, many will say store brands have quality levels that rival national brands. But brands have an advantage in that their relationship is directly with the consumer regardless of the retailer. Quality, formulas and tastes are the same whether the item is bought in Los Angeles or Boston. As the price gap between national brands and premium store brands narrows, the advantage will go to the brands that know their value proposition, communicate it clearly and promote effectively.

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Staying adaptable and learning from experience is key in retail! In a recent podcast episode, Neely Woodson Powell, CEO of Charleston Shoe Company, emphasized that problems aren't setbacks; rather they're opportunities to strengthen your business. According to Neely, passion not only fuels innovation but also sustains entrepreneurs through the inevitable challenges of retail. Get more insights in our full podcast episode here : https://hubs.la/Q02-JB_D0 #ShoppingandtheRetailIndustry #Retail #eCommerce #Omnichannel #Podcast

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1 Comment

How Do You Keep Good Relationships with Vendors? Without Paying Too Much? Some people think you can always get the best price and the best quality from vendors. But I’ve learned there’s a trade-off: The best vendors often cost more. The cheaper vendors can be harder to work with. How do I handle this? I work with more than one vendor. I get quotes from a few, which is a good start. But I also use different vendors for the same service. Why do this? It lets me see how the whole company works—sales, delivery, billing, and more. This helps me learn more about the industry and see who the best vendors really are. Even if I have a good relationship with a vendor, I still make sure to get bids from others. Once, I told a friend who was a vendor that I’d be looking at bids from others for the next job. He was surprised but understood. These two ideas—good relationships and fair pricing—can work together. Do you have any tips that work for you?

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