A year into the pandemic-influenced explosion in ecommerce, and after the recent peak holiday season, one thing is abundantly clear: Retailers can no longer afford to view returns as a cost of doing business, but instead need to see it as a key business strategy driving customer loyalty.
Underneath that understanding, successful retailers are enhancing their returns policies and solutions to make returns a differentiator, with their experience during the 2020 holidays only reinforcing the critical nature of this relatively new imperative.
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