Filed under: Customer Experience
A few weeks back, Joe Stanton wrote a blog entitled “Return…I Don’t Think So.” He told us two stories of recent shopping experiences, one he had while returning a stuffed toy and one his friend “Mike” had while returning a blue ray player. Both returns were done at different national retailers. Mike had an awful experience with his return while Joe had a great experience. Would they shop at these stores again? Mike claimed he would never shop at the store where he had the poor return policy experience. Joe, on the other hand, said he would definitely shop at his retailer again.
How would other shoppers react? Well, 56 of you shared your opinion via the poll on our website. And the results were….….(Drum roll, please)………
Do return policies at stores affect where you shop?
Yes – 46%
No – 29%
Sometimes – 25%
So what can we learn from both the experiences of Joe and Mike and our small poll? It seems that for most of you return policies play a role in where you shop. In fact, over 70% of those who responded, “sometimes” take into account what the return policy of the store is before they shop there. In times like these, where every customer counts, it might not be a bad idea for retailers to take look at their return policies to make sure they aren’t losing customers before they’ve even stepped into the store.
– Beth Holine | Strategic Communications & Marketing Coordinator
Leave a Comment so far
Leave a comment
