Today on Total Retail

Today, 773 million consumers worldwide turn to e-commerce platforms to find their favorite fragrances. One of the leading brands in the online perfume industry is Scentbird, a monthly subscription service dedicated to helping people express themselves through scent. Since its launch in 2014, a key ingredient in Scentbird’s success has been balance — specifically, balancing…

The burnout crisis in retail is creating a ripple effect across the industry. As employees struggle under mounting job expectations and opt to leave, retailers are facing $19 billion in annual turnover costs. Business leaders and managers are now asking: How can organizations break this cycle? This question is particularly urgent in contact centers, where…

Last year, global retail e-commerce sales surpassed $4.1 trillion, underscoring the continued growth of online shopping and the critical need for seamless, secure digital experiences. As e-commerce expands, retailers face the increasing challenge of managing returns. With more online purchases comes a higher volume of returns, often accompanied by greater risks of fraud and digital…

Nike has warned that sales will drop by a double-digit percentage in its current quarter as the sneaker giant contends with new tariffs, sliding consumer confidence, and a slower-than-expected turnaround. In a conference call with analysts, finance chief Matt Friend said Nike expects its sales decline in the fiscal fourth quarter, which is set to…

Conversational artificial intelligence is at a tipping point. Beyond customer support, these solutions are being embedded across marketing, sales, IT, and even on search platforms — hinting at a soon-to-be ubiquity. In 2023, conversational AI’s market share was valued at $5.8 billion. By 2028, it’s projected to hit $31.9 billion. These are not the stilted…

For decades, the upholstered furniture industry, like many others, has witnessed the U.S. manufacturing landscape shift toward cheaper labor markets abroad, driven by cost savings and profit margins. Beginning in the late 20th century, companies moved manufacturing to countries like China, Mexico, and Vietnam. While this globalization brought short-term benefits, the long-term impact has been…

Much has been written — including by me in this publication one year ago — about the National Labor Relations Board’s (NLRB) 2023 attempt to make it easier for two companies to be considered joint employers. Instead of requiring one company to have direct and significant control over a worker, the new rule would have…

Artificial intelligence (AI) is no longer just a buzzword; it’s a game-changer in customer service. Businesses are leveraging AI to transform contact centers from reactive support hubs into proactive, predictive engines that enhance customer experiences and streamline operations. With AI, companies don’t just respond to customer needs, they anticipate them. In this article, I explore…

Beyond, the parent company of Bed Bath & Beyond, buybuy Baby, Overstock, and Zulily, announced Tuesday it was selling off its Zulily brand to Lyons Trading Company for $5 million. Beyond will keep a 25 percent stake in the brand, according to a press release. The announcement comes one year after Beyond acquired Zulily. Lyons Trading…

Buyers today are demanding seamless, connected retail experiences that integrate online and offline channels. In fact, 73 percent of retail consumers are now categorized as omnichannel shoppers. Furthermore, these shoppers want brands to deliver highly customized, relevant interactions — with 60 percent saying they’ll become repeat customers after a personalized shopping experience. If they haven’t…