Black Friday is here and with it comes the most important time of the year for many online merchants. Black Friday kicks off everything that follows, from Cyber Monday, Christmas, Sales... These are weeks of vertigo for many ecommerce companies, weeks where, in many cases, a large part of their results for the whole year are at stake.
And although we know that most of the campaigns for these dates are more than closed and that all the operational improvements have already been made with a view to these campaigns, at Reveni we want to focus on something that is often overlooked: reverse logistics.
When we think about times like these, most ecommerce companies focus on improving their checkout process, their website, optimising their shopping cart... They plan and launch every important marketing campaign focused on attracting new customers. But what about the whole process after the purchase? What about reverse logistics? And a question that resonates every time in the heads of many ecommerce professionals: if instead of constantly attracting new customers, why would we not focus on the loyalty of those we already have?
Here we share with you the 5 keys that you should take into account to optimise your reverse logistics process and retain customers, take note!
1. Know your customers' needs.
Information is power and to know what your customers really want, it is best to ask them directly. In the case of returns and exchanges, put aside your fears and ask them why they are requesting an exchange or return: is it for a different size, or is it because the product is not what they expected, or the fabric is not the one that appeared in the images of the garment? These insights will help you to satisfy your needs and improve your ecommerce experience.
To do this, sharpen your wits and prepare videos that show the products in motion, improve the description of your product page or highlight your size guide.
2. Offer flexibility in post-sales.
Just as your customers want flexibility during the checkout process, requesting new payment methods or claiming different shipping methods, they also want it in the post-purchase process.
Provide them with different options so they can decide how to receive their money back, for example with instant refund, how to return their product (home collection, convenience point, etc.) and don't forget to offer them the option to make an exchange instead of a return.
3. Include simple and agile processes.
In the same way that with every improvement of your ecommerce and your checkout you try to make the shopping experience easier for your customers, you should also make the post-sales process so. Simplify the returns process, reduce steps and provide all the information your customers will need.
Think that when a customer asks for a return or exchange, it is likely that in many cases they may feel frustrated because they wanted to enjoy their product, and they are not going to be able to do so. Therefore, offering quick and easy processes that solve their problem instantly is essential for them to enjoy a good experience at a time that could be a disaster.
4. Convey trust and transparency.
As we explained in the previous point, making a process that can be very complicated and frustrating for the customer easy is key for them to be experiencing a pleasant process during a return or exchange. This will reinforce your brand image and help you build customer loyalty with an honest and transparent message, without small print.
5. Surround yourself with the best.
We know that managing an ecommerce is not easy. Its operations are quite complex and in many cases you need to surround yourself with other platforms to help you with tasks such as logistics, ecommerce management and, of course, returns and exchange processes. Therefore, working with the best partners is essential so that all areas of your ecommerce fit together like a perfect gear.
Especially for reverse logistics, an area that can cause a lot of frustration for customers, rely on a partner to help you with everything you need and take advantage of their experience and knowledge to improve your operations.
Transforming your reverse logistics is easier than it sounds. And we'll help you to keep your customers loyal.