Omnichannel retailing is completely changing how customers interact with retailers. In today’s multi-channel environment, consumers expect a seamless approach through all shopping channels and through all forms of interaction (including on computers, with mobile devices, or at brick-and-mortar locations). Consumers expect consistent, positive experiences, where all channels have complete and accurate information about a customer’s history.
Customers’ high expectations extend to returns, where they expect an integrated, seamless experience. If you meet these expectations, you'll earn your customers' loyalty; if you don't, customers will shop elsewhere.
In this HBR webinar, logistics and returns expert Professor Dale Rogers describes why the returns process is so important and how some companies are creating superior processes that drive profits.