Member Brief: Tail Wagging The Dog

The tail is beginning to wag the dog. Strategist and consultant Michael Miraflor recently visited his neighborhood Kohl’s and observed an astounding trend. Nearly 70% of the store’s traffic was there to return Amazon packages, according to his estimates. I wanted to dig deeper here. Research suggested that while the 70% figure may be extreme, it’s not by much. Returns volume has become a business development boon. Kohl’s CEO Michelle Gass said during a recent conference call:

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