The power is in the hands of the retailer to adopt new strategies for online returns. Many are going to need invest in returns with the larger players shaping consumer expectations on reverse logistics.
Right now, most online retailers need to take a piecemeal approach with the various options for streamlining returns and reverse logistics. This is still a relatively new space and there aren't any wholistic return solutions/companies quite yet. That being said, the retailers that are investing in return solutions/companies will quickly see that returns are an evolving asset as oppose to a liability. The advantages of optimizing returns greatly outweigh the disadvantages.
As many of you have stated, the costs associated with increasing returns are minimal compared to the revenue uplift from happier, stickier customers. It's going to be exciting watching this space get more and more innovative.
Well said, Ralph. Online is a great way for smaller retailers to create an impressive experience for their customers and compete with the larger players. Also, there are so many third-party tools out there that smaller retailers can leverage to streamline the online experience for their customers. Would you agree?
Agreed Max and Lyle. Communication with the customer, especially post-purchase, seems to be valuable to consumers. Max, shifting gears a bit to e-commerce as opposed to brick-and-mortar, would you say that staying in touch with the customer post-purchase is also very beneficial to provide unbeatable personal service?
Anything that allows an online consumer to carry on with their normal routine nowadays is definitely going to have long-lasting benefits in terms of new customer acquisition and strengthening customer loyalty. To Dick Seesel's point, I think it would be great if they roll out this 24/7 pilot to more stores after the holiday season. Does anyone know how many Nordstrom employees need to be present at each individual store for the curbside pickup initiative?
Does anyone think that there might be an easier alternative to solving the online returns nuisance? It sounds like AR is a great option but it's not widely adopted by consumers yet. It could still be a couple of years before consumers trust trying on their clothes through AR. There has to be an easier solution.