The post Christmas period is the busiest time of the year for sales returns. The usability, simplicity, and efficiency of your returns process is all part of your customer service. Pure-play online retailers and Multi-channel retailers both have different challenges. Are you prepared? How will you manage the process? How will you minimise the [...]
About The it works TeamOur team of experienced consultants write about the industry from first hand experience.
IT project management can be a thankless task: being asked to deliver the impossible, for the ungrateful with the unknowing! Why are IT project managers often vilified even though they have done a reasonable job in delivering difficult projects? In our experience, a combination of unclear responsibilities, inconsistent communication, poor quality assurance and undisciplined scope [...]
Delivering great Customer Service These days, great retail is about delivering an amazing experience to your customers…again and again and again………right? Not only do consumers crave great products at great prices they also want to experience great service whilst they interact with your brand too! So, if that’s what consumers expect, then it is imperative [...]
In the last two weeks I’ve been reviewing the packaging of orders sent from online retailers in Australia. And let’s just say it’s been a mixed (shopping) bag. Three examples really stand out. Robins Kitchen, K-mart and Cotton On. And the standard of packaging I received from all three were vastly different. With so much [...]