Keep your complaining customers

Ricky Wilke, Ph. D, Copenhagen Business School, has conducted comprehensive research for The Nordic Council of Ministers on how retail companies manage complaints. In addition, he recently investigated customer experiences in terms of complaint management. The findings are remarkable and unveil an extremely interesting business potential for companies open to criticism and for those, appreciating […]

Business is more than ever an act of balance

The Bocconi University in Milano is one of Europe ́s top business schools and a highly respected global source when it comes to research within luxury, fashion, experience, design and retailing in mature as well as new markets. Detail on Retail went to Milan to talk to four professors about the changing business and retailing […]