THE RETAIL BULLETIN - The home of retail news
HOME
RETAIL NEWS
RETAIL EVENTS
Fashion
Department Stores
Shopping Centres & Retail Parks
Home & DIY
Electricals
Health & Beauty
General Merchandise
Entertainment
Sports & Leisure
Retail Solutions
Food & Drink
Interviews
RETAIL INSIGHTS
RETAIL SOLUTIONS
ABOUT US
CONTACT US
SUBSCRIBE FOR FREE
Returned goods can actually help you retain your customers

Research by the Department for Business, Innovation and Skills (BIS) reveals that almost two-thirds of shoppers are less likely to return goods bought online than in store due to uncertainty over their consumer rights.

GENERAL MERCHANDISE

Returned goods can actually help you retain your customers

Research by the Department for Business, Innovation and Skills (BIS) reveals that almost two-thirds of shoppers are less likely to return goods bought online than in store due to uncertainty over their consumer rights.

Furthermore, according to the Government’s Business Department, Briton’s waste on average £5,000 buying goods but never return them to the store when they turn out to be faulty.

“Brand advocacy and reputation can be easily damaged when customers end up with faulty or unwanted items yet this is actually an opportunity retailers can use to help build brand loyalty and customer retention,” said Simon Boydell, marketing manager for Retail Eyes. “While it may seem the fault of the customer for not returning the item, there is a responsibility on the retailer to ensure their returns process is quick, easy and puts the customer at ease. If not, customers will be left with a negative experience of your company and product, which they could then pass on to friends and families. 

“Many customers don’t return items because they are too embarrassed to do so or because they are unsure of how to go about it.  Whether you’re online or in-store, it’s vital to have a returns policy and process that is quick and easy, and requires little fuss or draws attention to the customer. Staff must also be friendly, approachable and understanding.”

Understanding your returns process from the customers’ perspective is essential and businesses must be proactive with this aspect of a customers’ experience. Regularly capturing customer feedback through Mystery shopping and customer satisfaction survey programmes is essential to help identify areas that are working well or need improving. Without this information, you’ll never know the areas that are failing with your product or service to be able to rectify any bad customer relations and help with brand damage limitation.

Email this article to a friend

You need to be logged in to use this feature.

Please log in here

Subscribe For Retail News

RETAIL EVENTS

Omnichannel Futures Conference 2019
Omnichannel Futures Conference 2019
6 February 2019
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Customer Engagement Conference 2019
Customer Engagement Conference 2019
5 June 2019
Cavendish Conference Centre, London W1
The 10th Annual Retail Customer Engagement Summit
The HR Summit 2019
The HR Summit 2019
Tuesday 8 October 2019
The Cavendish Conference Centre, London W1
The 11th HR Summit 2019, The Cavendish Conference Centre, London W1, 8 October 2019
AI in Retail Conference 2019
AI in Retail Conference 2019
16 October 2019
Cavendish Conference Center, 22 Duchess Mews, London W1G 9DT
Digitally native competitors and demanding customers are forcing a new perspective in retail. AI and machine learning can help you step up to the challenges; and some ‘small and beautiful’ solutions can increase your conversion rates within just a few weeks.
Payment Roundtable 2019
Payment Roundtable 2019
6 February 2019
The Cavendish Conference Centre, 22 Duchess Mews, London W1G 9DT
The Retail Bulletin Payment Roundtable will raise debate and discussion centred on but not exclusive to improving the in-store payment process