Last year’s holiday season saw more than $626 billion in sales, according to the National Retail Federation (NRF), with $105 billion coming from online and other non-store sales. However, despite shoppers’ good intentions, they didn't always find the perfect gifts for their loved ones. This resulted in billions of dollars worth of returned merchandise. As…
Patrick Allard
Today's conversations around customer experience typically center on the ideas and strategies for improving marketing and merchandising, seamlessly moving the customer through various channels, and providing exceptional service in-store and online. Very rarely do we hear customer experience conversations happening around the topic of e-commerce returns. However, with the holiday season and inevitable post-holiday returns pending, it's time to take a closer look at how retailers can optimize the returns process.
