Omega Blog

Maximize customer satisfaction with an effective return policy

Posted on 20 August, 2013

Tracking customer activity enables businesses to deal with complex situations in a way that delivers positive customer experiences. Perhaps no situation is as complicated as return policies. The firm wants the customer to be satisfied, but also wants to avoid losing a sale. Fortunately, there are customer retention strategies that enable firms to maintain a positive relationship with clients even returns are necessary.

Daily Finance noted that businesses in every industry are using data analysis tools to improve customer service strategies. By improving their understanding of which items are most likely to be returned, companies can take appropriate steps to correct the situation. The source estimated that $264 billion worth of merchandise is returned by consumers each year. Even the B2B sector needs to regularly deal with unhappy customers, which makes comprehensive customer experience management (CEM) strategies essential to continued success.

Data analysis can help businesses counteract fraud and minimize losses, but the source noted that companies need to be careful about customer privacy. Preventing fraud is an important goal, but it should not be done at the expense of customer satisfaction. Generating policies with hard rules could end up costing a firm sales, while encouraging employees to make informed decisions on a case-by-case basis will likely result in better outcomes.

Another chance to exceed expectations
A blog on Expert Click stated that exchanges are a chance to wow the customer and earn additional loyalty. Taking the time to exceed expectations during these interactions can boost sales overall. Each exchange is an opportunity to upsell new services that are better fit to what customers need. Within the B2B sector, the information gained through the return process can help companies position their products better. An effective marketing campaign could be the key to minimizing returns in the first place.

Multichannel Merchant reported that customer education was essential to minimizing complaints. Patrons can develop false expectations if marketing material does not accurately portray a product. Sales staff should be trained to fully understand the capability of services and goods so they are not unintentionally misleading consumers. The better educated the audience is, the fewer problems there will be with purchases, thereby saving time, money and aggravation.

Improving customer satisfaction and loyalty is a key driver for company growth, but organizations often fail to dedicate as much time, funding and support to customer retention as they do to other business operations. CEM consulting services, such as Omega Management Group Corp., provide the insight and expertise companies need to help ensure long-term growth and profitability.