Its no secret that a positive experience delivered to a customer determines whether that customer will come back. Retailers must enhance the user experience prior to pressing the buy button but also focus on the post-purchase site experience to keep customer retention metrics at satisfactory levels.
This is where many online retailers drop the ball; specifically with the processing and communication management of consumer returns. By incorporating new strategies to optimize this process, retailers can increase customer retention and add new revenue streams to the direct business.
Here are some key metrics to support the return optimization business case:
85% of customers say they will stop buying from a retailer if the returns process is a hassle (Harris Interactive)
95% of customers say that they will likely shop with a catalog or internet retailer again if the returns process is convenient (Harris Interactive)
40% of shoppers dont buy online due to returns difficulty (Jupiter Research)
Customers who have their complaint resolved quickly have a re-purchase intention rate of 82% (McKinsey)
The increased importance of online...
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