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Nadine Mather and Chloë Loubser
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Holiday returns: Ready or not, here they come
What can retailers - both online and in stores - do to prepare for post-holiday returns? The first thing is to do everything they can to minimize return levels in the first place, Scott Silverman, executive director of Shop.org, told CRM Buyer. Shop.org is the National Retail Federation's digital division.
The holiday season may bring joy to consumers and retailers alike, but hand in hand with that joy comes the inevitable pain of post-holiday returns.
Gift returns can be a hassle for consumers, but for retailers they pose a daunting logistical challenge, requiring speedy adjustments throughout the pipeline as consumers are reimbursed and products are returned to inventory.
Adding to the pressure is the fact that consumers have increasingly demanding expectations. Retailers may struggle under the burden of the additional challenges of the holiday season, but 20% of consumers actually expect better service during the holidays than usual, Patti Freeman Evans, senior retail analyst with JupiterResearch, told CRM Buyer.
Read the full article here.
