Retailers differentiate their brands from the competition through product assortment, price and quality. Customer experience matters, too — particularly when it comes to return policies. Part of Maine mainstay L.L. Bean’s reputation was originally built on its no-questions-asked policy, allowing any reasonable return for life. A 2018 article from The New Yorker recounted a customer who successfully returned an old piece of fishing equipment that appeared to have already provided decades of...

Pricing is a game that businesses should play strategically — at least that's how Boston Consulting Group sees it. More specifically there are seven pricing “games,” or strategies, that businesses may choose to play, BCG experts wrote in the book "Game Changer: How Strategic Pricing Shapes Businesses, Markets, and Society." Whether CX is a player on the roster can vary, for better or worse. “It is unusual for pricing to be part of CX,” Arnab Sinha, managing director and senior partner and...