CUSTOMER RETURNS
Consumer demand for more economical and environmentally sustainable choices is driving growth here , particularly with high inflation , spending concerns , and growing awareness of the vast amounts of waste from returned and discarded goods .
LIMIT NEED FOR RETURNS
If a purchase must be returned , then the above areas can help greatly in managing returns while maintaining a strong focus on customer loyalty .
But what about reducing the chance that purchases will be returned to begin with ?
As retail businesses continue to feel the financial crush brought on by returned merchandise , strategies to reduce the frequency of returns must be considered too .
Employing data and analytics to identify returns patterns and trends regarding specific products can be life changing for retail businesses .
High-level analysis such as this allows retailers to adjust inventory where needed , improve product quality , and tailor returns policies to better meet the needs of customers .
In addition , review your product descriptions and imagery to make certain products being sold are accurately represented . The more information , dimensions , materials , and sizing , the better so customers can make better informed decisions . Here are some other suggestions :
• Make sizing guides / charts available providing fit recommendations for apparel .
THE TRICK TO MAINTAINING CUSTOMER LOYALTY IS MAKING SURE THAT RETAIL RETURNS OPERATIONS ARE GEARED TOWARD THE CONSUMER AND THEIR SATISFACTION .
• Incorporate customer reviews into product listings , giving customers even more information to inform their purchase decisions .
• Consider virtual try-on and augmented reality technologies , allowing customers to better visualize how products will look or fit .
The historic levels of returns during the pandemic gave retailers a window into the future , which is now . More people than ever are shopping eCommerce , and with its inherent lack of touch and feel , the returns conundrum will continue to vex retailers for many years to come .
The trick to maintaining customer loyalty is making sure that retail returns operations are geared toward the consumer and their satisfaction .
Tom Behnke is an advisor for Boxzooka as well as its Vice President of Sales and Marketing . A strategic executive with a rich history in leadership , general management , team development , and client engagement . Tom is the eternal optimist with a results-oriented approach . You can contact Tom at behnke @ boxzooka . com .
Special 15 th Anniversary Issue : March 2024
Join us for a look back at the events that shaped the contact center industry over
OCTOBER the last
202415 49 years .