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EP256: The Future of Your Ecommerce Returns Strategy - Understanding The Pivot To Paid Returns & Fair Usage
Manage episode 440604849 series 2581854
FOLLOW US:
LinkedIn: https://www.linkedin.com/company/inside-commerce/
ABOUT THIS EPISODE:
This podcast delves into the evolving landscape of return strategies in ecommerce, emphasising the need for retailers to shift their perspective from viewing returns as a cost & policy to recognising them as an important customer service.
The discussion highlights the complexities involved in managing returns, the hidden costs associated with poor return management, and the growing concern of return fraud. Additionally, we explore the impact of return policies on customer loyalty and the importance of defining fair usage.
As more major brands starts to embrace paid returns and reset customer expectations, we also explore technological innovations that can help you streamline return processes and improve customer experiences, ultimately helping you take greater control of your returns strategy and process.
Key takeaways:
1. Returns should be seen as a service, not just a cost line: services get invested in whereas costs get cut.
2. Poorly managed returns can lead to significant hidden costs.
3. Return fraud is a growing concern that needs addressing.
4. The impact of returns on customer loyalty is significant.
5. Defining fair usage in return policies is essential for sustainability.
6. Technological innovations can streamline return processes.
7. Data analytics is key to understanding return impacts.
8. The future of returns will involve more personalised and data-driven approaches.
Make sure you’re following Inside Commerce on LinkedIn and have subscribed to the Inside Commerce newsletter.
279 Episoden
EP256: The Future of Your Ecommerce Returns Strategy - Understanding The Pivot To Paid Returns & Fair Usage
Inside Commerce: Ecommerce Strategy, CX and Technology Podcast
Manage episode 440604849 series 2581854
FOLLOW US:
LinkedIn: https://www.linkedin.com/company/inside-commerce/
ABOUT THIS EPISODE:
This podcast delves into the evolving landscape of return strategies in ecommerce, emphasising the need for retailers to shift their perspective from viewing returns as a cost & policy to recognising them as an important customer service.
The discussion highlights the complexities involved in managing returns, the hidden costs associated with poor return management, and the growing concern of return fraud. Additionally, we explore the impact of return policies on customer loyalty and the importance of defining fair usage.
As more major brands starts to embrace paid returns and reset customer expectations, we also explore technological innovations that can help you streamline return processes and improve customer experiences, ultimately helping you take greater control of your returns strategy and process.
Key takeaways:
1. Returns should be seen as a service, not just a cost line: services get invested in whereas costs get cut.
2. Poorly managed returns can lead to significant hidden costs.
3. Return fraud is a growing concern that needs addressing.
4. The impact of returns on customer loyalty is significant.
5. Defining fair usage in return policies is essential for sustainability.
6. Technological innovations can streamline return processes.
7. Data analytics is key to understanding return impacts.
8. The future of returns will involve more personalised and data-driven approaches.
Make sure you’re following Inside Commerce on LinkedIn and have subscribed to the Inside Commerce newsletter.
279 Episoden
Alle Folgen
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1 EP278: Optimising Ecommerce Returns & Exchanges, with Oh Polly Customer Journey Manager Emily Mcmorran & Loop's Senior Product Manager Samir Kamnani 45:44
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1 EP277: Founder Interview > How Order Editing Is Transforming Post Purchase CX, Improving Returns & Reducing Customer Support Tickets 53:28
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1 EP276: From Monolith To Composable: SportsShoes CTO On Delivering Digital Transformation & Managing Operational Change At Scale 52:21
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1 EP275: The Current State of AI in Ecommerce And Where We’re Headed With Visual Content Generation for Brands 42:02
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1 EP274: Ecommerce Vendor Strategy Update: Leadership Interviews With BigCommerce, Shopify, Centra, Commerce Layer, Scayle, Remarkable & Shopline 1:54:39
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1 EP273: Look Fabulous Forever MD On Building True Customer Loyalty Through Brand, Product Expertise & Excellent Customer Service 52:31
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1 EP272: The Evolution of Ecommerce Replatforming - Insights & Advice Based On Project Experience 38:40
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1 EP271: Economic Factors Impacting Ecommerce in 2025 + 6 Key Trends Ecommerce Teams Should Be Thinking About 45:14
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1 EP269: Delivering One Of The Industry's Biggest SaaS Migrations With More Than 1 Million Products, with World Books Product Director 50:33
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1 EP268: Unified Commerce: What Does It Really Mean? Unpicking The Latest Ecommerce Buzzword To Focus On What Matters To Ecommerce Businesses 37:01
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1 EP267: Re-engineering Pangaia’s Shopify Storefront to Increase Operational Efficiency, with Commerce UI CTO Michal Klim 44:33
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1 EP265: Delivering A Smarter CX: Integrating AI Chatbots Into Onsite User Journeys To Improve Product Discovery, with Asklo 41:53
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1 EP264: What Should Ecommerce Brands Be Reporting On, And Why, With OmniCommerce's Consulting Director Joe Fletcher 41:18
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