Retour as a chance of sales – Schuhkurier

While e-commerce has been focused on buying optimization in recent years, a often underestimated part of the Customer Journey focuses on the focus: the return. The Post-Purchase specialist Parcellab has analyzed the US market and shows five central developments that can also offer German trade new scope for customer loyalty and sales

Drop-off without packaging, carrier pickup at the front door, individual routing options for dealers: the return is considered as convenient action as the purchase of the product. According to Parcellab, this not only increases customer satisfaction, but also opens up taxable processes in terms of costs and sustainability.

Many return portals break with the shop’s brand appearance. Anyone who also relies on a consistent look & feel during the return strengthens the trust of customers, according to Parcellab. Own return portals and market -typical communication are central levers for loyalty.

Instead of money, retailers in the United States offer more store credits – partly combined with small incentives for immediate reimbursement. This promotes customer loyalty and less sales losses after returns. This model can also be implemented legally in Germany, provided that it is offered as a voluntary option, the service provider argues.

With a voluntary return insurance for checkout, costs and uncertainties for the customer could be reduced – especially with high -priced or international orders. Traders then benefited from a higher final rate and less support effort.

Anyone who analyzes returns can learn a lot about their target groups and ranges. Parcellab recommends a systematic return monitoring-including return reasons, heat maps and A/B tests for process optimization. In this way, the return can become a valuable feedback source for product development and marketing.

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