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 customer communications and 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?
Jonathan is a Principal Lecturer at Sheffield Business School, 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 twelve years and in recent years this has been focused... Read More →
Thursday April 6, 2017 10:30 - 11:00 BST
Theatre 4