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Retailers don’t have to choose between profitability and customer satisfaction

September 17, 2021

At the height of the COVID pandemic, retail profitability took a back seat to meeting customer demand by whatever means necessary. Retailers had to quickly expand omnichannel operations, often without concern for efficiency, to meet the simple goal of getting goods to customers. While some were able to keep up with demand and increase revenue across channels, even successful retailers struggled to simultaneously increase profitability, finding that their net was reduced despite a higher gross.

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