Digital Maturity Index
Omnichannel Returns 2022
Retailers must re-think returns as an integral part of their business strategy.
Every returns interaction is ultimately part of the larger fabric of a retailer-shopper relationship. Retailers must expand their ability to understand, analyze and act according to this broader context.
A return is not an isolated transaction. It is both a rich source of insight and an opportunity to engage. As returns become an increasingly important consideration, retailers must:
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Better understand why returns occur, and improve operations from sourcing to marketing to reduce the incidence of returns
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Utilize shopper and business context to make smarter decisions at the point of engagement when a return occurs
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Make returns frictionless for the shopper by unifying the experience across channels
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Optimize returns processes to ensure flawless execution and profitable operations