Customer Experience, Explained

It's common for businesses to obsess over customer satisfaction levels – after all, it's true that happy customers are key to long lasting success in retail and ecommerce. However, it's only part of a larger picture: the customer experience.

A good customer experience comes from consistently meeting the individual's expectations during ALL touchpoints with your business. Things like the user experience of your website, the content you post in your social media channels, your returns policy, customer service interactions, the unboxing experience, and many other factors are all cumulative to the customer experience.

Someone who was able to find and purchase products they wanted from your site, and received them on time, is a satisfied customer. However, that's not a difficult bar for your competition to clear. That's why focusing on the customer experience your company offers is critical for standing out from competitors and earning customer loyalty.

How to Optimize your Product Return Process

A smooth returns process is an important factor in the long-term retention of customers. By easily accepting returns, you’re showing shoppers that you stand behind your products, that you’re willing to fix any issues that cause returns, and that you value customer satisfaction. Turn your return policy into a selling point by using these tips to optimize your product return process.

Take some burden off the customer

Look for opportunities to reduce the onus on your customers for returning products. For example, you could include a return packing slip with instructions in all orders and/or ship products in re-sealable packaging.

Communicate

Use automated emails to keep customers up to date about the status of their return. This not only keeps customers informed, but it’s a marketing opportunity too; you can use these emails to include alternate product suggestions.

Adopt more lenient policies

Streamline your product return requirements to give customers a hassle-free experience. If possible, eliminate hurdles like strict cutoff dates or requiring that returns are unopened.

Recover associated costs

While implementing the above suggestions may cost you more, returns don’t always have to translate into losses for ecommerce businesses. "Store credit" is a classic example – it encourages repeat business and the value of future orders often exceeds the amount of store credit. If you're worried that your shoppers will be dissatisfied with getting credit instead of a refund, consider offering 110% of the original purchase price back as store credit for returns. Another great way to recoup costs is to hold periodic “opened box sales.” Mark down items and/or refurbish them, and you’ll be able to sell off what would otherwise be unwanted merchandise.