Sippin' & Shippin'

Episode 22: Welcome to returns culture: Leveraging reverse logistics for a better customer experience

Sippin' & Shippin'
Sippin' & Shippin'
Episode 22: Welcome to returns culture: Leveraging reverse logistics for a better customer experience
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Mary Berko | September 2nd, 2022

Returns used to be one of the most challenging things about the buying journey. Customers had to go through multiple hoops just to cancel a subscription or return a product. In 2022, this is no longer the case. Reverse logistics is considered one of the most impactful ways to create a seamless customer experience. Why? Easy returns = happy customers who will come back again and again. This week, we sit down with Aaron Schwartz, VP of Loop to talk all things returns: current trends, how to optimize the returns process, and where personalization and revenue retention come into play.

Timestamps:  

01:24 Guest Aaron Schwartz: a serial entrepreneur’s journey 

03:42 The founding story of Loop Returns 

06:18 The fall of a difficult return policy 

09:10 The new returns culture: personalization and automation 

14:09 Returns vs. exchanges: optimizing the customer experience 

17:49 Current trends: what to watch out for in returns21:09 At what point does return management software make sense?



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