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week of 1/31/22 |
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The United Kingdom experienced the highest degree of ecommerce penetration in 2021, according to data from MasterCard, with the United States in the middle of the pack among 15 markets covered, and most countries seeing their peak in the early stages of the pandemic as stores locked down.
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Retailers lost $218 billion to ecommerce returns in 2021, at a rate of 20.8% of goods sold, according to a survey conducted by Apriss Retail for the National Retail Federation, up from 18.1% in 2020, while total retail returns came back at a rate of 16.6% or $761 billion, up from 10.6% last year.
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Home Depot has named president and COO Ted Decker, a 22-year veteran of the company, as its new CEO, replacing the retiring Craig Menear, who has guided the company through a phenomenal growth period, especially during the pandemic, while making over its supply chain operations.
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How can retailers keep problems outside their control from damaging customer relationships? Competing on customer experience (CX) is always smart, but right now it’s critical. Of course, the best CX is getting the products they want when they want them. But you can deliver excellent CX in other ways to maintain trust and goodwill.
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| See open jobs for ecommerce, marketing, and fulfillment operations |
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