Warren Thayer

BrainTrust Query: Legendary Returns

July 12, 2010

FROM RETAILWIRE:
Most people in the retail business have heard the lore of the tire return at Nordstrom. Although there were some odd circumstances, the tale is nevertheless true and serves as an important example of going the extra mile for the customer. What are the pros and cons of generous return policies such as Costco's?      [more...]

A good returns policy is powerful not only for generating loyalty, but also for preventing lifetime boycott of a store by someone who feels cheated.