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  • Writer's pictureMichael LeBlanc

And Many Happy Returns!

Great chatting with CJOB Radio in Winnipeg this morning about the art & science of retail returns! Be sure and listen through to the end - great conversation between hosts Brett & Lauren after our interview about how they (consumers) expect returns to work at retail and the opportunity to surprise and delight customers & win repeat business.

Retail returns are an expected element of the business model for retailers (average ~8% overall, online returns average between 15-20% depending on the commodity). Particularly at this time of the year it is a great opportunity to delight customers with a smooth returns process.

How important are returns to the business model? When I worked at The Shopping Channel, Rogers Media executives who wanted to understand our business better were invited to spend a day in the returns area of the warehouse - you would learn everything you needed to know about the business model!



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