Jordy Leiser is CEO and Co-founder of StellaService.
With global online retail sales poised to reach $1.5 trillion this year — a 20 percent increase over last year, according to eMarketer — there’s no disputing that we’re in the midst of a significant paradigm shift that’s impacting every sector of the fashion industry. Retailers and brands of all sizes, from high street to luxury, are confronted with a growing set of challenges owing to the rapid growth of e-commerce.
And, often, a commitment to customer service is the missing piece in the puzzle for retailers who are hoping to carry the premium in-store experience to digital channels and convert browsers into loyal, repeat customers. Time and again, an emphasis on improving the customer experience has proven to be a key differentiator for e-tailers in today’s competitive environment, where a quick Google search returns many online stores offering the same product at the same price.
In today’s digital environment, the …