Executive Briefings

Customers Expect Better Post-Holiday Returns Service

The holiday season may bring joy to consumers and retailers alike, but hand in hand with that joy comes the inevitable pain of post-holiday returns.
Gift returns can be a hassle for consumers, but for retailers they pose a daunting logistical challenge, requiring speedy adjustments throughout the pipeline as consumers are reimbursed and products are returned to inventory.
Adding to the pressure is the fact that consumers have increasingly demanding expectations. Retailers may struggle under the burden of the additional challenges of the holiday season, but 20 percent of consumers actually expect better service during the holidays than usual, says Patti Freeman Evans, senior retail analyst with Jupiter Research.
Source: CRM Buyer, http://crmbuyer.com

The holiday season may bring joy to consumers and retailers alike, but hand in hand with that joy comes the inevitable pain of post-holiday returns.
Gift returns can be a hassle for consumers, but for retailers they pose a daunting logistical challenge, requiring speedy adjustments throughout the pipeline as consumers are reimbursed and products are returned to inventory.
Adding to the pressure is the fact that consumers have increasingly demanding expectations. Retailers may struggle under the burden of the additional challenges of the holiday season, but 20 percent of consumers actually expect better service during the holidays than usual, says Patti Freeman Evans, senior retail analyst with Jupiter Research.
Source: CRM Buyer, http://crmbuyer.com