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Should In-store Associates Help Online Browsers?

In an attempt to determine the best way to deliver the same level of in-store service to online customers, Saks has turned to in-store associates. Saks has placed a box in the lower-left corner its home page that encourages online browsers to “Start A Conversation” and “Connect With A Sales Associate.”  Rolled out earlier this year after a long test, the tool was recently profiled by The Wall Street Journal.  Retail Wire recently explored this new ‘online browser’ approach with their panel of retail experts.  Mark Ryski, CEO & Founder of HeadCount Corporation shared a few reasons the approach might be problematic. Read the article