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.
In an increasingly competitive industry, retailers can no longer rely on providing the right product at the right price, with customer service taking center ground in the battle for consumers’ hard-earned cash.
