It's a boom era for e-commerce as even more people become online consumers with the physical world limited by the Covid-19 pandemic. That increasing uptake in e-comm leads to increased expectations of what online shopping should deliver however, and the growing importance of the returns experience for consumers is still too often forgotten.
Reclaimit asked Whispr Group to measure those expectations in a scientific way for their State of Returns report, and the resulting insights show solutions are urgently needed in order to fully take advantage of the wave of interest in e-commerce, with changes in consumer preferences still not fully understood by many in the sector.
In this on-demand webinar we reveal some of the fresh e-commerce consumer insights that Whispr Group's analysis uncovered, and the conclusions on the increased importance of returns that Reclaimit’s State of Returns report reached. Findings we discuss during the webinar include:
- How there are still heaps of untapped insights in the e-commerce sector, but harnessing the right methods needed to extract them is key
- Why it’s vital to have a top class returns experience in order to convince more high-value customers to purchase
- How poor returns experiences are dissuading swathes of potential online customers.
