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.

Customer Experience 165

Customer Experience Returns Fashion Management 165

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%

Returns 157

Returns Accounting Customer Experience Consumer 157

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.

Returns 157

Returns Supply Chain Management Customer Experience Finance 157

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.

Returns 157

Returns Wholesale Management Shipping 157

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.

Management 316

Management Returns Fulfillment Shipping 316

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.

Customer Experience 360

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.

Customer Experience 283

Customer Experience Returns Shipping Consumer 283

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.

Returns 299

Returns Customer Experience Shopping ATS 299

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?

Returns 214

Returns Fulfillment Customer Experience Fashion 214

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. ” .

Returns 284

Returns ATS Brand Management Customer Experience 284

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.

Returns 273

Returns Fulfillment Inventory Management Apparel 273

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.

Customer Experience 284

Customer Experience Consumer Management Shopping 284

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.

Customer Experience 282

Customer Experience Checkout Marketing Spend Consumer 282

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.

Returns 290

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.

Returns 274

Returns Drop-Shipping Customer Experience Customer Retention 274

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. The holiday season brings a surge in shopping, both in-store and online.

Management 307

Management Returns Department Stores Merchandise Store 307

Retail TouchPoints

NOVEMBER 21, 2023

GoodwillFinds — the online ecommerce platform of the 120 -year-old nonprofit Goodwill — has teamed up with return assurance platform Seel to better “compete with other digital resale websites” by offering returns. The return assurance allows them to make a seamless, hassle-free return within seven days.

Returns 261

Returns Shipping Customer Experience Shopping 261

Retail TouchPoints

FEBRUARY 6, 2025

Additionally, Freedom Furniture adopted an SAP Commerce selling module thats accessible by store associates via store POS terminals, enabling customers to purchase these third-party products in stores and have them delivered directly to their home.

Kiosk 249

Kiosk Fulfillment Customer Experience Planning 249

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.

Returns 246

Returns Drop-Shipping Shipping Consumer 246

Retail TouchPoints

FEBRUARY 26, 2025

North American retail and ecommerce businesses now lose a total of $3 for every dollar of fraud they experience, and as mentioned earlier, most customers wont return to a site after a fraud experience. Fraudulent returns also are an issue, costing U.S. retailers up to $35 billion in 2023.

Payment Services 232

Payment Services Returns Accounting Shipping 232

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.

Returns 259

Returns Merchant Services Payment Services Fashion 259

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.

Checkout 284

Checkout Point of Sale Returns Kiosk 284

Retail TouchPoints

NOVEMBER 13, 2024

Customers that create larger “hauls” get additional discounts: 5% off orders of $50 or more and 10% off orders of $75 and up.

Drop-Shipping 279

Drop-Shipping Checkout Shipping Returns 279

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.

Merchant Services 175

Merchant Services Payment Services Supply Chain Management Shipping 175

Inside Retail

OCTOBER 24, 2024

Reducing picking errors with automation Black Friday’s high order volumes can lead to human errors in picking and packing, causing costly delays and unhappy customers. Automation tools like barcode scanning and automated picking systems improve accuracy and efficiency, resulting in fewer returns and faster fulfilment.

Drop-Shipping 264

Drop-Shipping Shipping Fulfillment Inventory Management 264

Retail TouchPoints

SEPTEMBER 27, 2023

Dropit layers AI technology into existing fulfillment systems to empower merchants to use real-time data that powers dynamic decision-making to balance inventory, optimize sourcing and streamline returns.

Returns 260

Returns Merchant Services Fulfillment Inventory Management 260

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. “Consumers hate unpleasant surprises.

Checkout 264

Checkout Department Stores Returns Shipping 264

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.

Checkout 130

Checkout Returns Customer Experience Shipping 130

Inside Retail

MARCH 2, 2025

Inventory accuracy minimises returns: Fewer incorrect shipments lead to fewer unnecessary returns and increased customer loyalty. Key benefits: Reduces shipping costs with fewer packages and reduced returns. Enhances processing speed for high-demand periods. Supports sustainability by reducing freight and consumables.

Fashion 237

Fashion Fast Fashion Fulfillment Returns 237

Retail TouchPoints

JANUARY 30, 2025

From 2018 to 2022, companies that embraced digital leadership saw average annual shareholder returns of 8.1% , compared to 4.9% But delivering a great customer experience hinges on more than just strategyit requires seamless user experiences (UX) at every touch point.

Customer Experience 251

Customer Experience Inventory Management Marketing Returns 251

Retail TouchPoints

MARCH 11, 2025

Personalization in Retail: Creating Content-Driven Customer Experiences That Convert We all know that personalization is a requirement for creating exceptional customer experiences. But how can brands and retailers create these experiences, using compelling content and creative, at scale?

Social Commerce 200

Social Commerce Customer Experience Consumer Planning 200

Retail TouchPoints

DECEMBER 11, 2024

consumers already are Prime members , so the customer base is large even if that ends up being the case. That said, 180 million U.S. Photo: Retail TouchPoints) The first makes perfect sense and, as it has at other stores including Whole Foods, will likely be a great traffic driver for the store.

Checkout 278

Checkout Grocer Kiosk Promotions 278

Retail TouchPoints

OCTOBER 31, 2023

Those who said work-from-home was here to stay might be surprised to learn that we are witnessing a shift back to the office, with many organizations small and large instituting mandates for at least a partial return to office for the majority of their employees. in the first quarter to a mere 1.6%

Clienteling 274

Clienteling Returns Fashion Consumer 274

Retail TouchPoints

MARCH 14, 2025

As Chief Customer Officer at Botify , she leads global customer success initiatives and believes in technologys power to transform customer experiences. Previously, she held leadership roles at Yext, Adobe, and Sprinklr.

Accounting 175

Accounting Customer Experience Consumer Marketing 175

Retail TouchPoints

FEBRUARY 14, 2025

When marketplaces manage logistics, brands can tackle some of their most daunting last mile and fulfillment challenges, including: keeping pace with rising shipping costs ( 56% ), handling customer queries and complaints effectively ( 49% ), and managing customer expectations of free and low-cost shipping ( 47% ).

Fulfillment 210

Fulfillment Shipping Advertising Management 210

Retail TouchPoints

NOVEMBER 26, 2024

Millennial and Gen Z moms are a big focus for us in terms of growth, so we’re experimenting with a lot of different ways to access them.” Despite closing its own locations, Hanna Andersson is slowly returning to brick-and-mortar via exclusive lines for baby boutiques across the country — 37 so far. “We

Boutique 283

Boutique Apparel Customer Experience Shopping 283

Inside Retail

MARCH 19, 2024

Tara Daly, senior director of product marketing at Loop Returns , shares with Inside Retail advice on getting started in the US market, some tips on cross-border shipping and logistics – including managing returns in a way that builds customer loyalty – and how to drive repeat business. Begin with baby steps, she advocates.

Planning 290

Planning Shipping Returns Customer Retention 290