Post-Holiday: Customers Will Demand Easier Returns Process

As the holiday season winds down, many consumers will move on to the next phase of the shopping process — making returns, a fact of life that can be brutal to many mailers’ bottom lines. According to a recent survey conducted by Harris Interactive for returns management solutions provider Newgistics, 90 percent of direct shoppers cited a convenient returns policy as very important, important or somewhat important in deciding to shop with a new or unknown online or catalog retailer. The survey polled 1,017 American adult shoppers during the Black Friday/Thanksgiving weekend (Nov. 23-25).