Lisa van Kesteren

Lisa van Kesteren
How to Avoid the Post-Holiday Customer Satisfaction Dip

The holiday season can be a chaotic time for businesses. Customers set high expectations for company services and retailers must typically hire temporary workers to keep up. While the holiday season might be a time of complicated balancing acts for any retail business, a company owner or manager should also be aware of the post-holiday…

CX Metrics for Shop Closing Decisions — Choosing the Winners and Losers

There’s currently a sea change happening in retail. Toys“R”Us recently announced bankruptcy, and as part of its restructuring plan, the retailer will be closing stores after the 2017 holiday season. J.C. Penney closed 138 stores, with most closing at the end of July and a few remaining open until the end of September 2017. Macy’s…