How you handle returns goes a long way toward defining how customers perceive your brand, and how loyal they will be. So what are some of the key elements that make up a great returns experience? And what does it mean to be an overall customer experience leader?
Angela Goldstein, director of operations for men’s apparel company Bonobos, spoke with Multichannel Merchant Senior Editor Mike O’Brien on these subjects, after Bonobos was named a finalist in the two categories for the 2016 Excellence in Customer Experience Awards. The awards are based on customer data analysis from SmartHub, a division of eBay Enterprise + Innotrac.
Winners of the 2016 awards will be announced at the Operations Summit, which will be held April 12-14 at the Duke Energy Center in Cincinnati.