Handle returns efficiently to build brand loyalty, protect inventory

New Ideas in MarketingEssential news for marketers, summarised by YouGov
October 06, 2021, 4:41 PM UTC

How exactly brands choose to deal with customers returning their products can significantly impact business profitability and customer loyalty.

Prepare for returns with measures like hiring more labour and increasing warehouse space. Dedicate departments to handle reverse logistics and ensure the returns are handled with minimum inventory loss. Feature products with optimised listings, accurate descriptions, high-quality photography and relevant customer reviews.

While customers tolerated delays through 2020 owing to the pandemic, the availability of alternate delivery solutions has now led shoppers to expect same-day delivery options. Businesses must decentralise inventory through hyperlocal fulfilment to ensure sufficient stock.

While diversifying the supply chain does increase transaction costs, it places brands in a better spot to efficiently tackle supply chain disruptions. Use ecommerce not just to offer buyers relevant solutions but also to anticipate their needs. Brands must invest in marketing tactics to make products even more discoverable.

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