The chief executive of US department store chain Kohl’s has defended its tie-up on returns with ecommerce giant Amazon following a torrid holiday trading period.
Speaking at the NRF conference in New York yesterday, Kohl’s chief executive Michelle Gass hit back at critics of the department store chain’s returns partnership with Amazon, claiming it is “working” by bringing more footfall traffic into the retailer’s 1,160 stores.
“Is Amazon working? Amazon is definitely working. The returns programme is working. We’re seeing an increase in traffic. We’re getting new customers, younger customers, and as we expected, some of them are also buying,” she said.
“It’s not 100% but some of them are, and we’re delivering a fantastic customer experience regardless. I look at the partnership as a long-term investment in customer engagement and acquisition.”
Please sign in now if you have a subscription or are already registered with us.
Retail-Week.com provides premium, in-depth intelligence that helps retailers judge risks, spot opportunities and identify what they need to do to win in the digital economy.
Register today for a taste of our high-quality intelligence and enjoy:
Discover Retail Week register now
Please note, if you have recently purchased a subscription, it may take a few minutes before your account is updated.