eTail Canada 2019

07 - 09 May, 2019

Hyatt Regency Toronto, ON

Ashley Hood

eCommerce Operations Manager
Lowe’s Companies Canada

2:25 PM Creative Boardroom | Managing Customer Escalations and Expectations (Retailer Only)

Put your Customer Hat on!  Join Ashley for a group discussion into the variables that go into customer-centric decision making with specific examples.

This closed room session is small to encourage peer to peer exchange of in-depth information.  Participants will be encouraged to help guide the conversation with the ability to choose from what questions they would like to focus on, including:
  • Pricing/promotion/product errors – when do customers know there is an error vs think it’s just a great deal?
  • Social media – how to respond when customers publicly criticize
  • Other retailers – how they influence your own customers’ expectations
  • Shipping issues – responding to packaging problems, damaged product and shipping delays
  • Porch bandits – when customers claim product was stolen from their doorstep, who is responsible?
  • Cancelling orders – how to lessen the disappointment for the customer
  • Buy online, pick up in store – what customers are expecting from our policies, signage, systems and employees
  • The human element – when to bend or completely break your own policies

Pre-registration required.  For more information please contact

Check out the incredible speaker line-up to see who will be joining Ashley.

Download The Latest Agenda