Returns have become a critical component of the retail customer experience. More than ever, shoppers are expecting an omni-channel retail experience, and reverse logistics plays a significant part in the overall customer experience. The rise in online shopping saw customer returns climb by 70% in 2020, ultimately driving up costs for retailers.
“Customer service, technology and innovation is at the core of everything we do,” said Perry. “Managing returns effectively is just as important for customer experience and bottom-line growth as the more traditionally emphasized elements of the supply chain.”