In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews David Morin, senior director of retail and client strategy at Narvar, the post-purchase customer engagement platform. Listen in as Morin discusses his current role and career background, Narvar's business offerings and partners, and some of the trends he's seen over the last year-plus in consumer buying and returning behaviors. He shares the main challenges and opportunities that retailers face with increased returns, the changes he foresees around retailers offering free returns, and how free returns can tie into loyalty programs and personalization.
Furthermore, Morin discusses how retailers can alleviate consumer pain points that come with the returns experience, how returns services like BORIS (buy online, return in-store) can be an opportunity for engagement and loyalty building, and what he sees for the future of returns as e-commerce increasingly becomes the preferred way to shop. Lastly, he shares a few examples of retailers that are creating seamless returns experiences for customers.
David Morin is a director of retail strategy at Narvar, with over 10 years of experience in retail and technology.