As a consumer, have you ever experienced the frustration of returning a product and dealing with a complicated and time-consuming process? You're not alone. Now, as a retailer, think how you are treating your customers.
According to recent research, one in five online purchases will be sent back. That's why it's important for retailers to pay as much attention to their returns process as they do to ordering and delivery. Retailers can strengthen the customer experience with a digital returns process. In turn, this will improve customer loyalty, increase repeat purchases, and drive extra revenue.
First and foremost, a seamless returns process is crucial to customer satisfaction. Current customers anticipate a seamless, hassle-free experience from the instant they land on a retailer's online store until the time their products are received, and frequently even after. If a customer has a positive experience with a retailer's returns process, they are more likely to become a loyal customer and recommend that retailer to friends.
However, many retailers view returns as a necessary evil. Three-quarters of retailers agree with this sentiment. But it's important to recognize that a complicated and frustrating returns process can have a negative impact on the customer experience. That's why it's crucial for retailers to take steps to provide a positive experience at every step, including the returns process.
One solution to this issue is implementing a digital returns process. By going digital, retailers can streamline the returns process and make it more efficient for both the customer and the retailer. A digital returns process can also provide customers with more options and flexibility when it comes to returning products. For example, customers can choose to return products via mail, a home pickup, or in-store, depending on their preference.
Another benefit of a digital returns process is that it can provide retailers with valuable data and insights. By tracking returns data, retailers can identify trends and patterns, such as which products are most commonly returned and why. This information can then be used to make improvements to the product or the returns process itself.
Implementing a digital returns process may require assistance from a trusted third party. However, the investment is well worth it. By providing a seamless returns process, retailers can strengthen the customer experience and build brand loyalty. In fact, according to research, 92% of customers will buy from a retailer again if the returns process is easy.
In conclusion, a seamless returns process is crucial to the customer experience. By implementing a digital returns process, retailers can streamline the process, provide customers with more options and flexibility, and gain valuable data and insights. Investing in a digital returns process may require assistance from a trusted third party, but the benefits are clear. By providing a positive returns experience, retailers can strengthen the customer experience and build brand loyalty.
Find out how nshift can enable retailers to do this here.
