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Thursday, March 26 • 1:50pm - 2:20pm
Retailer Case Study: Multi-Channel Returns Management – Turning a logistical challenge into a commercial opportunity

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Multichannel aftersales management can be disastrous to the bottom line, customer experience and back room operations and practices.  How can robust strategies for returns management be used as a vehicle  to enhance customcommunications an connections? Can impact on the bottom line be reduced with effective back office management? How can innovative approached increase customer satisfaction and how can this be quantified?


Speakers
avatar for Jonathan Gorst

Jonathan Gorst

Senior Lecturer at Sheffield Business School, Sheffield Hallam University
Jonathan is a Senior Lecturer at Sheffield Business School, Sheffield Hallam University, where he lectures in the areas of Quality Management, Supply Management and Logistics. Jonathan has been researching in the area of Reverse Logistics for the last ten years and in recent years this has been focused on Retail Returns. Jonathan is currently the vice chair of the Chartered Institute of Logistics and Transport’s Reverse Logistics Forum.


Thursday March 26, 2015 1:50pm - 2:20pm
Theatre 4 - Retail Logistics EDX Conference

Attendees (20)