Comments on: A Tale of Two Returns https://customersthatstick.com/blog/a-tale-of-two-returns/ You can have the best customer experience in your industry Wed, 18 Oct 2023 08:40:48 +0000 hourly 1 https://wordpress.org/?v=6.8.1 By: Adam Toporek https://customersthatstick.com/blog/a-tale-of-two-returns/#comment-10098 Tue, 24 Sep 2013 12:25:51 +0000 http://customersthatstick.com/?p=7982#comment-10098 In reply to Davina K. Brewer.

Correction, the term is “wardrobing.” I was moving fast last night!

]]> By: Adam Toporek https://customersthatstick.com/blog/a-tale-of-two-returns/#comment-10089 Tue, 24 Sep 2013 03:15:05 +0000 http://customersthatstick.com/?p=7982#comment-10089 In reply to Davina K. Brewer.

Not sure how I missed this comment…

Great addition to the Macy’s story Davina! I think it really makes a difference how companies approach returns. It doesn’t mean companies should not have return policies, but that they should look at the whole picture when designing them. I read an interesting article on “showrooming” the other day; I think I’m going to write about that soon — the other side of the return policy discussion where there is a balance between customer satisfaction and being taken advantage of.

]]> By: Davina K. Brewer https://customersthatstick.com/blog/a-tale-of-two-returns/#comment-9778 Tue, 17 Sep 2013 20:00:30 +0000 http://customersthatstick.com/?p=7982#comment-9778 I’ve written about Macy’s before – a very similar example, even had them return and then sell me the unused item back, as it was even cheaper. They were only too happy to discount their own price and honor their deals, unlike so so many brands who undercut themselves then shortchange the customer when they renege on their brand promises.

This is one of those difference makers – you’ve got an unhappy customer but every opportunity to make it not only right, but better and in so doing, win a loyal fan. If only, if only. FWIW.

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