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Omnichannel returns study
The post-purchase finish line
Returns are often treated as an afterthought—but for many customers, this phase is the true finish line of the post-purchase experience. A poor returns experience is widely considered one of the leading drivers of lost customer retention, which is why getting returns right requires the same customer-centric focus companies apply to the initial purchase. It needs to be seamless from both a policy and process perspective in order for customers to keep doing business with a company.
Building returns as a customer service capability
Deloitte’s research across more than 300 companies looks at what companies currently offer across the returns experience, highlighting four areas where companies are working to close the gap between treating returns as a cost center and building returns into a mature, omnichannel customer service capability.
