Customer Centric Returns Policies and Experiences grow online sales and loyalty

When retailers offer and implement flexible, customer-friendly returns policies, their online sales grow! Research proves Returns Policies play a key role in new customer acquisition and loyalty. But why is that??

Consumers are in a state of anxiety:

Each time a consumer considers purchasing a product online, they undergo a certain level of anxiety. They are about to give you (the retailer) money for something he/she has not seen, touched, or tried. No matter how big a retailer you are, this will always produce anxiety.

It's the retailer's job to remove as much anxiety as possible.

The Research:

Forbes cited that great return policies are a pivotal factor influencing both the initial purchase decision and long-term customer loyalty.

Over half of shoppers (often 60–80%) actively review a store’s return policy before making an online purchase.

Reverse Logistics = Loyalty:

Easy, seamless product return experiences are linked to increased loyalty. 75% of shoppers say they are more likely to shop again where returning products is hassle-free.

TOP TIP - Where to feature this content:

The best place to feature returns content is everywhere, but the two most impactful locations on a retail website are the Product detail and the Shopping Cart page layouts. These are the crucial steps in the journey where this content influences buying decisions.

Evidence from Top Retailers:

Zappos and Amazon spearheaded this phenomenon and have reaped the rewards with market-leading consumer-centric return policies.

Customer Centric Returns Policies Drive Growth:

The "Returns Function" of a business is strategic. Retailers need to think of the Returns Policy and the returns experience as both customer-acquisition and loyalty tools.

Research proves the incremental sales and customer lifetime value outweigh the associated expenses.

It's not too late!! Adjust your policies now for Black Friday and test the impacts! You won't be disappointed.