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Returns
That ’ s important given the same report also revealed that 96 percent of consumers would shop again with a retailer based on a good returns experience . In addition , another report from McKinsey & Company revealed that 33 percent of repeat consumers would choose to abandon a retailer if they had a ‘ difficult ’ returns experience .
A final consideration in reverse logistics is to see it not as a burden , but instead an opportunity for differentiation . Providing exceptional self-service tools for your customers can give your brand an edge over your peers . Self-service options have become increasingly popular among consumers , who are more comfortable than ever with technology , and want independence in resolving their own queries and issues . But while customers should have the option to return and exchange themselves , retailers need to make the most of every customer interaction by driving sales – and the right technology can enable that !
Ultimately , a bad returns experience can do significant damage to the customer-retailer relationship . To avoid this – especially around holidays – brands must provide returns experiences which delight customers as much as their shopping experience . And they must do it without breaking the bank . That means finding ways to optimize return shipment routing and drive exchange conversion . Providing transparent return policies , expedited refunds , easy exchanges , and self-service options can serve as selling points , driving higher sales , and strengthening consumer loyalty – the ultimate goal in this everchanging era of retail ! ■
For a list of the sources used in this article , please contact the editor .
Ellie Crawford www . manh . com
Ellie Crawford is Director of Product Management at Manhattan Associates , a global technology leader in supply chain and omnichannel commerce . It unites information across the enterprise , converging front-end sales with backend supply chain execution . Its software , platform technology and unmatched experience help drive both top-line growth and bottom-line profitability for customers .
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