Turning eCommerce Returns into Returning Customers
Customer returns CAN turn into returning customers. If you want to minimize the impact returns have on your Shopify store, this one is for you. Zoe Kahn, Sr. Associate of Customer Experience over at Chomps lays out how a comprehensive framework on this week’s episode of Thank You, Come Again (TYCA).
Customer returns CAN turn into returning customers. If you want to minimize the impact returns have on your Shopify store, this one is for you. Zoe Kahn, Sr. Associate of Customer Experience over at Chomps lays her comprehensive framework for doing just this.
We discuss what steps your CX team should take, how to collect/take action on returns feedback, why returns software solutions aren’t always necessary (hot take!), how to measure LTV of customers who return, what the future of returns looks like, and plenty of CX best practices along the way.
The TYCA Podcast is brought to you by Wonderment - the retention Swiss army knife used by hundreds of leading Shopify merchants including The Ridge, Bokksu, Chomps, and Jones Road Beauty.
Wonderment is the easiest way to proactively set expectations on shipping timeframes, automatically update customers with delays, and measure shipping expectation vs reality across the business. Check out www.wonderment.com today.
Watch the video format of today's episode here.
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Follow Zoe on Twitter
Check out Chomps
Get more info on the Oopsie Podcast by Zoe & Jess Cervellon (Feastables)
Timestamps
0:00 - intro
Follow Zoe on Twitter
Check out Chomps
Get more info on the Oopsie Podcast by Zoe & Jess Cervellon (Feastables)
Timestamps
0:00 - intro
19:40 - Why should brands even offer a generous return policy - especially with consumables where the product is useless after opening?
45:30 - The Oopsie Podcast preview & final thoughts