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The B-Stock Seller Blog
Rethinking Returns As A Vital Touchpoint In The Customer Journey
Nov 27 2019 · BY Editorial Team
Ecommerce continues to introduce new shopping activities and more complex overall customer journeys, including shopper interactions that cross multiple retail channels. To thrive in this paradigm, we need to consider returns in the same way that we now see abandoned carts – as a normal part of the customer life cycle – and to invest, plan and message accordingly.
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Every January hands retailers the same reckoning: a wave of returns and unsold seasonal stock landing in the warehouse all at once. Warehouse capacity tightens, capital gets tied up, and traditional resale channels face more supply than they can absorb. …
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