You’ve seen stores with excellent return policies. Stores like Nordstrom and Costco come to mind. No hassle returns. And it keeps high end purchasers returning again and again as the barriers to purchase are removed.
But this has been ratcheted up even more.
The area of retail has been turned upside down in the wake of E-commerce and it’s never been a more difficult space for a (brick and mortar) retailer to make an impact.
That is not to say that all is lost because it is not; the key is that the brick and mortar retailer must provide a heightened experience for the customer in order to ensure that they return.
How they achieve this will depend on many factors but they must 100% focus on providing excellent customer service because nothing else will do.
To achieve this, staff needs to be well trained and there needs to be a staff discussion on how everyone can learn from different customer service situations.
Not all customer service and returns queries will be the same so it’s important that staff understand when to escalate a situation to management in order for it to be dealt with well and in a timely manner.
This infographic from Storetraffic explores the area of customer returns in brick and mortar retail and highlights some interesting aspects. It looks at what the retailer can do to ensure their customer returns policies are totally robust and ready for every eventuality.