Strategies to Convert Returns Management From a Drain to a Profit Center

Martinez cited Zappos.com as an example of a company that's set itself apart in its marketplace because of its returns policy. Zappos.com takes all returns, no matter the reason, and picks up 100 percent of the costs. Consequently, it has a 35 percent return rate. But the trade-off is its extremely high customer loyalty and retention rates, which in part have led the company's skyrocketing growth.