Retail TouchPoints

MARCH 26, 2025

FedEx has introduced FedEx Easy Returns , a box- and label-free returns solution supported by approximately 3,000 brick-and-mortar dropoff locations that include FedEx Office and Kohls stores. In December 2024 , the NRF forecast that total returns for the year would reach $890 billion , up 19.8%

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Inside Retail

FEBRUARY 20, 2025

Priceline and Decjuba dominated the ranks of Australian retailers in terms of customer experience. The post Australia’s top retailers recognised for customer experience appeared first on Inside Retail Australia.

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Customer Experience Returns Fashion Management 165

Inside Retail

MARCH 25, 2025

However, the legacy footwear retailer has been staging a noteworthy attempt at a comeback with strategic steps, including an updated store of the future design, reimagined customer loyalty program and updated omnichannel operations, largely via the help of AI.

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Customer Experience ATS Consumer Apparel 130

Retail TouchPoints

DECEMBER 5, 2024

Total returns are projected to reach $890 billion in 2024, up from the estimated $743 billion of merchandise returned in 2023 , according to a new report from the National Retail Federation and Happy Returns , a UPS company. This would account for 16.9% of retailers’ annual sales in 2024, increasing from 14.5%

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Returns Accounting Customer Experience Consumer 162

Retail TouchPoints

JANUARY 17, 2025

With returns siphoning off a staggering $743 billion from retailers bottom lines in 2023, its clear that the industrys approach needs an overhaul. But instead of leaning on rigid policies that risk driving customers away, retailers can use this as an opportunity to rethink returns.

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Returns Supply Chain Management Customer Experience Finance 162

Retail TouchPoints

DECEMBER 25, 2024

During the pandemic, ecommerce returns majorly impacted retailers profit margins. As customers return to in-store shopping, retailers are continuing to face an increase in returns from online and in-store sales. This holiday season, consumers who frequently make returns may be in for a surprise.

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Returns Wholesale Management Shipping 162

Retail TouchPoints

MAY 1, 2024

Popular shopping app Shein has expanded its partnership with Forever 21 to allow its customers to return orders at Forever 21’s more than 300 U.S. stores, powered by Happy Returns. Now Shein will have a more permanent presence at Forever 21 via this returns partnerships. in a statement. in a statement.

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Returns ATS Brand Management Customer Experience 290

Retail TouchPoints

JANUARY 1, 2025

Delivering a smooth and frictionless post-purchase experience should be a top priority for every retailer. According to PwC, businesses that reduce friction for consumers and empower all employees to make things right whether through returns, price adjustments or other policies bring higher customer satisfaction and more forgiveness.

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Retail TouchPoints

DECEMBER 29, 2022

According to Forbes, today’s business benchmark is customer experience. The key to having that edge over the competition is delivering top-notch customer experience, ensuring the quality of well-trained staff and continuously studying customer behavior and trends to ensure that customer needs and expectations are met.

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Customer Experience Management Marketing Returns 360

Retail TouchPoints

MARCH 6, 2024

Retail’s busiest returns period may be in the rearview mirror until next year, but rising ecommerce order volumes have caused returns management to become an aspect of ecommerce and omnichannel business that warrants a dedicated year-round strategy. Returns are a major cost of doing retail business of any kind, but especially online.

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Customer Experience Returns Shipping Consumer 289

Inside Retail

JANUARY 16, 2025

Hubbed is setting a new standard for e-commerce returns with the upcoming launch of its box-free and label-free solution across its entire Parcelpoint network. With over 2500 locations nationwide, this innovation is designed to enhance convenience and customer experience for e-commerce returns.

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Returns Drop-Shipping Customer Experience Location 130

Retail TouchPoints

JUNE 14, 2024

Kohl’s has added brands including Carhartt, Hanes and Levi’s to its newly christened in-store returns service, The Return Drop @ Kohl’s. The retailer has partnered with Inmar Post-Purchase Solutions and Narvar to provide shoppers with package-free, label-free returns in its 1,100+ stores nationwide.

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Returns Customer Experience Shopping ATS 304

Retail TouchPoints

MAY 30, 2024

The most effective way to strengthen the customer experience is to elicit feedback. Yet, since customers are often in a rush, it can be challenging to gather valuable feedback. The question can inquire about customer actions, brand preferences, loyalty program participation, pricing or other facets of the customer experience.

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Checkout Point of Sale Returns Kiosk 289

Inside Retail

FEBRUARY 18, 2025

Australia and New Zealands leading pureplay online fashion, lifestyle and sporting destination has had a year of evolution; with seemingly smooth transitions overhauling the businesss order warehouse management system (OWMS), building a new B2B platform business and tackling the intricate returns issue. So of that, whats actually bracketing?

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Returns Fulfillment Customer Experience Fashion 214

Retail TouchPoints

MAY 17, 2024

As stores try to balance protecting profit margins while delivering a unified customer experience, the escalating cost of returns has reached a breaking point. returns reached a staggering $743 billion in 2023, representing over 14.5% Immersive experiences. According to the NRF, U.S.

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Retail TouchPoints

SEPTEMBER 7, 2023

Here are three reasons why forward-thinking retailers are implementing MACH principles — and working with organizations that are doing so — to foster dynamic customer experiences that align with consumers’ changing wants and needs (and in turn, exceed revenue goals!): The customer experience is changing — and faster than ever.

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Customer Experience Consumer Management Shopping 290

Retail Gazette

NOVEMBER 28, 2024

The longstanding, and so far unsuccessful search for Asda’s new CEO could receive a shot in the arm following the return of former chief Allan Leighton as its new executive chair this week. Retail Gazette looks at some of the possible candidates to be supermarket’s next chief executive.

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Returns Supermarket Customer Experience Promotions 116

Retail TouchPoints

JANUARY 20, 2025

From mountains of packaging to returned products that may contain hazardous materials, management of returned, damaged or expired products becomes increasingly complex and voluminous during the holidays and post-holiday season. Make sure to prioritize vendors that put sustainability at the forefront.

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Management Returns Department Stores Merchandise Store 312

Retail TouchPoints

SEPTEMBER 19, 2023

Customer experience (CX) optimization is a necessity for ecommerce retailers and other online businesses that want to convert visitors, drive sales and cultivate customer loyalty. For example, many websites could quickly improve their CX by adjusting their site search functionality.

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Customer Experience Checkout Marketing Spend Consumer 287

Retail TouchPoints

NOVEMBER 13, 2024

It’s early days for this experience, and we’ll continue to listen to customers as we refine and expand it in the weeks and months to come.” The majority of products offered are priced at $10 or less, with some as low as $1. Amazon Haul has its own search, cart and checkout separate from Amazon’s.

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Drop-Shipping Checkout Shipping Returns 284

Inside Retail

FEBRUARY 6, 2024

Nearly four in 10 Australians admitted to having either engaged in online return policy abuse or fraudulent behaviours themselves in the past year or know someone who has, according to a recent study. Around 31 per cent disclosed they returned items because they needed the money back they had spent on an item.

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Returns Customer Experience Planning Management 290

Retail TouchPoints

JANUARY 3, 2024

Long viewed as a necessary evil, the retail returns process is emerging as an unexpected avenue for growth and customer engagement. In the rapidly expanding ecommerce market, projected to reach $3 billion in 2023, a significant 20% to 30% of online purchases end up being returned. Speed-to-restock is key in the returns cycle.

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Returns Drop-Shipping Customer Experience Customer Retention 278

A1 Retail

OCTOBER 11, 2024

Located at Middleton Hall, centre:mk’s Fashion Weekend featured 80 brands across 40 of the destination’s retailers, enabling visitors to see the latest trends across fashion, health, and beauty. The post centre:mk’s fashion event returns welcoming over 113k visitors appeared first on A1 Retail Magazine.

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Fashion Returns Beauty and Health Customer Experience 105

Retail TouchPoints

MARCH 20, 2025

If you’ve never had someone dress you, you may not realize what an intimate thing it is, said Sarah Funderburk,VP of Styling and Client Support at Stitch Fix in an interview with Retail TouchPoints. Were always looking at how we can actually achieve this balance, and not overswing in any one direction. explained Funderburk.

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Returns Fashion Shipping Shopping 279

Retail TouchPoints

DECEMBER 11, 2024

On Sunday I did my weekly shopping at the store to find out if Amazon Fresh might be able to fill the hole left by Fairway, literally and figuratively. Amazons other attempts at brick-and-mortar have fared even more poorly. consumers already are Prime members , so the customer base is large even if that ends up being the case.

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Checkout Grocer Kiosk Promotions 284

Retail Gazette

NOVEMBER 26, 2024

Following his previous stint at Asda Leighton was chair of the Co-op from 2015 to 2024 – and has previously chaired the boards of Royal Mail and the Canal and River Trust. Commenting on Leighton’s return to the supermarket giant, Grocery Insight CEO Steve Dresser notes: “I don’t think anyone could have foreseen it.

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Supermarket Returns Grocer Customer Experience 105

Retail TouchPoints

FEBRUARY 26, 2025

Another survey of online consumer attitudes found that 84% wont go back to an ecommerce site after a fraud experience there. Audit the data you share with suppliers to ensure youre not putting sensitive customer data at risk. Technology makes it easy for criminals to spin up these imposter ads and sites at scale.

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Payment Services Returns Accounting Shipping 236

Retail TouchPoints

JULY 19, 2024

Reshop , a platform that provides instant refunds (not store credit) to shoppers returning items from participating retailers, has debuted with retailer partners including Steve Madden and Alo Yoga. With Reshop, customers can receive instant refunds — offering them greater flexibility, control and confidence to shop again right away.

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Returns Merchant Services Payment Services Fashion 263

Retail TouchPoints

JANUARY 30, 2025

As we move into 2025 and reflect on the learnings of the 2024 holiday season, customer loyalty and the risks of losing it are at the top of every business leader’s mind. Because AI is at the forefront, and technology lifecycles are shrinking. A poor UX can drive 89% of customers to your competitors.

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Customer Experience Inventory Management Marketing Returns 256

Inside Retail

NOVEMBER 11, 2024

Oz Hair & Beauty, H&M, and Lululemon stood out in October for dispatch and delivery experience in the Online CX Index , Australia’s first and only online retailer performance platform powered by real data. “Ensure your customer support team is empowered to take ownership and resolve issues promptly,” said Osthus.

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Checkout Department Stores Returns Shipping 264

Retail TouchPoints

APRIL 3, 2024

For anyone who has made a purchase online, returns are part of the standard online buying process — so much so that, according to a recent U.S. Consumer Study , 85% of consumers check a company’s returns policy before even making a purchase when shopping online, and 68% of U.S. consumers and retain repeat customers.

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Returns Drop-Shipping Shipping Consumer 249

Retail TouchPoints

OCTOBER 18, 2023

Online return fraud cost U.S. For every $100 in returned merchandise accepted, U.S. to return fraud, the NRF has calculated. While it is possible for shoppers to commit return fraud innocently simply by mis-reading the returns policy, a significant number of returns are the result of premeditation and malicious intent.

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Returns Payment Services Shipping Accounting 277

Inside Retail

NOVEMBER 14, 2024

In a competitive e-commerce environment, customers are most likely to return to shop where they have had the best experience. Yet many retailers are falling short, explains Mareile Osthus, CEO and co-founder of Humii, a platform that essentially X-rays retailers’ online customer experience.

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Checkout Returns Customer Experience Shipping 130

Inside Retail

DECEMBER 16, 2024

LaManna, the 10,000sqm independent supermarket located at Essendon Fields, is rising to the Christmas occasion. Moreover, our emphasis on creating a vibrant in-store atmosphere with festive displays and personalised customer service makes shopping at LaManna more than just a transaction its an experience.

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Supermarket Department Stores Shopping Planning 246

Retail TouchPoints

MARCH 27, 2025

Dealing with customer service for a faulty product or return? Your own digital sidekick that initiates returns , arranges replacements and keeps you updated through your favorite communication channel. The retail landscape is dramatically transforming as AI reshapes how businesses interact with customers.

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Payment Services Shopping Returns Customer Experience 147

Retail TouchPoints

FEBRUARY 25, 2025

Clean, validated address data is an essential business asset that drives a smoother customer experience, reduces operational costs and minimizes errors. With high-quality address data, retailers avoid the financial burden of undeliverable mail, unnecessary returns and address correction fees.

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Merchant Services Payment Services Supply Chain Management Shipping 179

Retail TouchPoints

NOVEMBER 4, 2024

“The holidays are a time when anything is possible, especially with Target by your side to bring magic to every grocery trip or gift-seeking mission,” said Cara Sylvester, EVP and Chief Guest Experience Officer at Target in a blog post.

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