A long wait in a crowded physical queue can undo the best customer experience. Even a short line that takes forever can torpedo your reputation with a customer. That said, you can consider a customer who decides to endure a long line a victory — you still made the sale and now just need to…
Steve Covate
If the last two years have taught retailers anything, it might be that workforce trends can be just as unpredictable as consumer trends. The industry has always faced challenges in hiring and retaining talent, but the current labor shortage is nearly unprecedented. Workforce struggles paired with customers who are generally more finicky and impatient are…
