Consumer modelling and segmentation have never been more critical in retail, as the pandemic-driven e-commerce boom has put customer acquisition and retention under the spotlight like never before. With shopper behaviors under scrutiny, retailers are continuing to focus on fraud prevention and loss minimization, particularly when it comes to returns. Preventing fraud and minimizing excessive…
Dan Nevin
In February, Doddle undertook its latest survey of more than 1,200 U.S. consumers, conducted by YouGov, to understand how important the e-commerce returns experience is to shoppers. What it found should raise some red flags for retailers. When comparing Doddle’s February survey to its initial research conducted in May 2020, a couple of months after…
E-commerce returns have been a black hole for retailers. It has been challenging to understand the complete impact of product returns, as the process has typically been manual and reliant on paper-based systems. With no real insight into the overall effect of returns, they've been considered a necessary but unfortunate cost and therefore sidelined in…
Over the last several years, brick-and-mortar retailers have been scrambling to combat declining revenues, decreasing footfall and falling customer loyalty in the face of increasing encroachment by the likes of online retail giants such as Amazon.com. Something has changed, however. After years of locking horns with digital-first insurgents, traditional retailers have changed tact, embracing Amazon…
