The over-buying customer is a tricky customer to handle. They love to bring the shop to them, they buy a ton of clothing options online to try on at home, fully intending to return a large chunk of their purchases. They think they are a retailers golden customer an...
Our research shows that the largest proportion of returns are often caused by first time, dissatisfied customers. These customers were dipping their toe in the water and trying out a new retailer but ended up disappointed with the product they received. Continue Reading →
The latest IMRG Connect event was held in London on May 2nd with a great line up of speakers and engaging content and here we summarise the key take-away points of the day. One particularly...
Building a base of loyal customers is one of the most profitable things a retailer can do. Our research shows that around 30% of customers show significant loyalty to their favourite shops with most purchases being made at a stable, slow rate. Although, a small number of customers s...
Wear and return behaviour is something many have reported on previously, but how do you spot it? How do you deal with it? When we think of someone stealing from high street retailers, we usually think of shoplifters. But a small number of customers have developed an ingenious pattern of...
Several retailers have opted to differentiate their return policies although last week online retailer Singer22 implemented a Continue Reading →
Several industry articles recently have shown a focus on emerging ecommerce markets. Here we round up the key stats and deliver a concise overview of these markets. First up, China. Now this is hardly an emerging market with several key players in retail already making their presence fe...
Business Insider published an article this week discussing Urban Outfitters returns problem. Despite their growth in revenues and ecommerce sales, results were...
Increasingly customer reviews are influencing purchasing decisions, something that several research studies have highlighted. One particular summary of this research that Continue Reading →
A recent survey from the Boston Consulting Group featured by