How To Make Returns Easier For Customers
Time for a perspective change!
Can returns be good for business? Yes, if you do it right.
Making returns easier for customers might seem counterintuitive to increasing margins and maximising profits. But the reality is that an easy returns experience can increase sales, brand loyalty and trust.
Here is a little insight from SmartCompany on how to improve your returns policy.
1️⃣ 📢 Highlight your return policy
Clearly state it on-line, including in shipped packages and in-store. Offer options and minimal effort for the customer.
2️⃣ 🙋♀️ Provide a great customer experience across all platforms
All businesses should aim for a seamless shopping experience. The line between on-line and in-store should be unnoticeable. For areas without shopfronts, provide them with easy-to-find return labels. Maybe include a paid return envelope or a third-party location like newsagents or lockers. Getting rid of roadblocks for purchasing from a store far away can help sales as well as returns.
3️⃣ ✌️ Grab the opportunity for conversion and upselling
Incentivise your staff to hold onto the sale through offering a size change or a different style of the same product. Suggesting a giftcard as an exchange will give customers an opportunity to explore the shop in their own time, or maybe wait for sales time to get a bargain.
4️⃣ 📊Use returns to gather insights
Always ask the customer why they are returning. Ensure you have software that can capture which products are returned and why, how are they returned and how quickly. This will help you determine product or marketing issues and assist with the early detection of return trends.
Providing a more enhanced exchange policy for your loyalty members or customers that tend to buy at full price with is also an important consideration as it may also enhance their loyalty.
Customer care is an essential component of a strong business. Your customer care lifecycle should begin before purchase and never really end.
Encompass Marketing is a marketing consultant for small to medium businesses, based in Bathurst NSW.
With a background in front of house as well as operational marketing we can provide both front and back end support for all your marketing needs.
Discover Encompass Marketing’s integrated approach to marketing now.
