Today’s customers have high expectations for their online buying experience. They are getting choosier and every step of the shopping journey matters. Returns have become a critical factor in building customer loyalty.
- According to Narvar’s study: 95% of shoppers say a positive return experience makes them more loyal.
Why do you need loyal customers? New customers tend to cost more to acquire and they don’t spend as much money as loyal customers. Loyal customers spread information about your store and help you with word-of-mouth. And they are also more likely to stick with you no matter what.
Retailers make returns often a hassle and drive their customers away. Here are some trends that all retailers should be aware of.
What are the key ecommerce trends in the returning process?
Possibility of returning in-store. 62% of shoppers are more likely to shop online if they see the possibility of returning in-store. Shoppers like to return items in store – Reasons? They get an immediate refund and they can buy something else while they are returning. Also, it is a second chance for a retailer – a buyer might buy something else as a refund in the same store.
Transparency. Customers want to know what is happening with returned items and their money. If you communicate with them they won’t have to worry and they will buy something soon again.
Buy, try, return. 40% of buyers bought multiple versions of an item to keep only things they liked the most. It started to be normal to order more sizes, colors with an intention to keep only favorite pieces and the rest just return. Studies however show that this is not the end of a relationship between a store and a customer and if the store turns online returns into a competitive advantage it can drive both customer loyalty and revenue.
Easy returns are the new normal and bedroom is the new fitting room. The behavior of customers has changed a lot and if you want to remain competitive, it is time to reconsider your ecommerce strategies.
Are you sure your return process is 100% effective? Let us check it out for you. For free. ►► firstname.lastname@example.org
Karolína Alvaradová – creates a perfect return process at Retino