From a retailer’s perspective, all satisfied customers are alike. But those returning an item are likely unhappy for a range of reasons — and it’s increasingly crucial to know what those are.
In order to reduce costs and increase customer satisfaction, retailers need to take a more detailed look at why returns happen and what are the options for dealing with them.
Nordstrom Inc. is trying a creative new approach for getting busy New York City shoppers in its doors: letting them return things they bought online — from other retailers.
Germans were slow to embrace online shopping, but they lead the pack sending back unwanted goods — creating a massive financial and logistical problem for retailers including Zalando SE and Amazon.com.
