Who’s to Blame for Bad Customer Service?

A $15,000 mechanical bird named Molly has become an unlikely flashpoint for retail. After pop star Kelly Clarkson accused Brooklyn boutique Art of Play of treating her “like Julia Roberts’ character” in Pretty Woman, the dispute ignited a much bigger debate about customer service, training and who bears the brunt of bad retail experiences. In this episode, senior correspondent Sheena Butler-Young is joined by Jessica Kwon, who recently examined why poor customer service remains so pervasive across retail, and retail editor Cathaleen Chen, who spearheaded BoF’s coverage of the world’s best independent stores. Together, they explore wh...