Platinum Customer Service Turns to Tin, Post-Covid

Service in retail has been on a downward spiral well before the pandemic. Covid-19 capped off a shortage in workers with retail leading all industries in the Great Resignation. Fewer workers put more stress on those left behind and demanding consumers are stressing out sales associates that are already struggling with inventory shortages and unprecedented returns. Tune in to Robin Lewis and Shelley E. Kohan, TRR’s chief strategist, discuss the future of retail frontline workers and the decline and fall of customer service.

Time Stamps:
3:00 - The five factors impacting service
3:50 - Why the shortage of workers
6:30 - An overworked workforce
8:10 - Less stock in stores
10:50 - Major supply chain issues
12:45 - The impact of Gen Z’s view on service

For more strategic insights and compelling content, visit TheRobinReport.com where you can read, watch, and listen to content from Robin Lewis and other industry experts.

Videos mentioned:
Pathr - Do You Know Where Your Customers Are?
Placer.ai - Retail's Recover: The Sectors, Brands and Ideas Leading the Way

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For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.