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A positive return experience is a key to customer satisfaction
Simply put, happy customers ensure a healthy business. An outstanding customer experience is a critical priority for businesses, with their customers expecting it to go beyond a successful checkout and order delivery. Though a delightful shopping experience helps brands drive more conversions, a seamless returns experience ensures your best customers keep returning to shop. With customer expectations reaching new horizons each year, a customer-centric return experience is becoming increasingly important for online retailers to retain customer loyalty and trust.
From offering easy-to-initiate returns and flexible returns methods to sending proactive return updates throughout the returns process, online retailers must optimize every key touchpoint to avoid losing their best customers to competitors. Returns don’t have to be frustrating for brands or their customers. With the right process and platform, online merchants can automate and streamline the returns journey, quickly transforming their returns from a cost center to a profit center.
In our latest report, Making the Return Seamless, we surveyed a sample group of 450 shoppers from across 56 countries to get more information about shoppers’ preferences and attitudes towards online returns and exchanges. The eBook also discusses some of the best opportunities brands can leverage to deliver a hassle-free returns experience.
What You’ll Learn:
- Difference between online vs. in-store return behavior
- The most common reasons for returns and exchanges
- The most common return methods the shoppers prefer
- The major drivers of a positive or negative return experience
- The cost of a negative return experience brands have to pay
- Tips and tricks for merchants to overcome purchase uncertainty