Retailers are disappointing their customers with sub-par service, in large part because of poor operational processes, according to an advisory from HRC Retail Advisory.
Among the firms that offer omnichannel services, 100% of the firms interviewed by HRC are facing operational issues. These include:
“Brick-and-mortar retailers have overextended themselves as they’ve tried to leverage their physical store fleets,” said Antony Karabus, CEO of HRC Retail Advisory.
He adds: “Very few retailers have formal scorecards to measure the performance and profitability of their omnichannel efforts, which often means they can’t effectively and efficiently take the corrective action needed to improve customer service and profitability.”
HRC spoke with C-level executives at 30 North American retail exchanges with sales exceeding $250 million and up to $20 billion.