You want customers to return? Your customer return policy should have one goal: to get the customer to return.
Store returns are a fact of retail life. No matter what you sell, people will want to return things.
WOW them instead of why them.
When was the last time you received exceptional service? Can you remember the last time you returned a product and didn't have to answer lots of questions? When was the last time you were delighted by a company going beyond your expectation and made you feel special? When was the last time you had a WOW experience?
A great customer return policy is Wondrous•Outstanding•Worry-Free.
Make the return process straightforward and simple, and turn it into a WOW experience rather than an unfriendly process, and you will not only keep customers but also encourage them to spread positive word-of-mouth about your business - a truly positive bottom line.
What is the right return policy? If your goal is to bring the customer back, it's simple: give them what they want. WOW them. Problem is that many companies need to eliminate the inquisition, endless questions, reasons for the return, etc. Treat them like appreciating assets. It costs 91% to attract a new customer than to retain an existing one (Wall Street Journal survey).
Agenda
Faculty
James Feldman, CSP, CITE, CPIM, CPT, MIP, PCS
Shift Happens
- Chief innovation officer at James Feldman Associates, Inc. and Shift Happens® D-A-T-I-N-G coach
- For more than four decades, he has been challenging businesses to unleash personal and organizational creativity, uniqueness and innovation while revealing the essential innovative skills needed to achieve unconventional policies, inventive results, delight customers and develop new resources for growth, profits and competitive advantage
- His vision is to create great customer experiences that develop customer insistence
- Serial entrepreneur who owns several businesses that provides ongoing insights into customer service, problem solving, team building and leadership
- Was named one of the Top 100 Innovators in the 21st Century and recently awarded American Leadership Award for Excellence in Client Solutions by AEI
- Has been a board member on more than a dozen associations, a 70-story high rise, and holds every certification his industry offers
- Written 14 books, seven on customer service; more than 400 articles; and he's been a keynote business speaker presenting for such diverse organizations like the U.S. Department of Defense, Verizon, Toyota, Kodak, March of Dimes, Hewlett-Packard, Apple Computer and the Cremation Association of North America just to name a few
- Helped create customer experiences for both start-ups and Fortune 100 companies
- After attending law school, he was accepted as the first applicant for the University of Illinois executive M.B.A. program, upon completion he became a visiting professor at University of Illinois, Roosevelt, Purdue, NE Illinois University and Kendall College
- Can be contacted at 312-527-9111, [email protected], www.shifthappens.com or www.jfainc.com
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