72% of Shoppers Stay Loyal to Retailers That Offer Free Returns
Nearly three quarters of US shoppers (72%) show greater loyalty to retailers that provide free returns.
- Nearly three quarters of US shoppers (72%) show greater loyalty to retailers that provide free returns.
- SAP Emarsys data found the rate of returns continues to climb, with 86% of shoppers returning items over the last 12 months.
- However, the SAP Emarsys research suggests this is causing shoppers to switch, with 49% being less loyal to brands that charge for returns.
- For me, that’s where personalization comes in.”
“When retailers offer more targeted products based on customer data, such as returns behavior and wish lists, the volume of returns drops.