RLA News & Views

The Business of Returning Things

June 23, 2021

Stop treating the returns process as an unavoidable cost of doing business. Instead, look at it as a strategy to build a winning customer experience.

By Robin Barrett Wilson, Oliver Stocks, Cindy Waxer

It used to be that surly cashiers, crumpled receipts, and lengthy negotiations determined if a customer could return an unwanted item, whether it was a pair of ill-fitting jeans or a malfunctioning toaster.

Read the article here:  https://insights.sap.com/business-of-returning-things/