S05 EP20: Transforming Product Returns to a Retention Profit Centre
2X eCommerce Podcast - Een podcast door Kunle Campbell - Dinsdagen
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Your customers’ journey doesn’t end after a purchase. What happens after a purchase is made, is what differentiates one DTC eCommerce brand from another. For instance, do you have a seamless and automated Return and Customer Service Program in place to assist customers that want to return an item? How is customer experience over a return process? And are you giving customers a sufficient range of options that encourage customer loyalty?
What most eCommerce brands miss in their customer retention efforts is that building a relationship with each customer is an investment in itself. One way to look at it is through incentivising your customers with free shipping or store credits. But the real deal happens when you create tailor-fit Customer Retention programs based on your rate of product returns and refunds, your purchase rates, AOV, and your conversion metrics.
On today’s episode, Kunle and Joe dig deep into analysing return metrics, industry benchmarks, and a roadmap to building a CX pipeline that reduces refunds and cuts down overheads whilst expanding your customer base.
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This episode is brought to you by:
Klaviyo
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