Episode Details

Returns are no longer just a cost center - they're a $1 trillion opportunity waiting to be unlocked. In this episode of Omni Talk's Ask An Expert series, hosts Chris Walton and Anne Mezzenga sit down with David Morin, VP of Customer Strategy at Narvar, to reveal how leading retailers are transforming their returns operations from a liability into a competitive advantage.

David shares exclusive data showing over 55% of retailers now charge for returns "at some point in time" - but it's not what you think. Learn how brands are using personalized return policies, leveraging customer data for fraud detection, and creating frictionless experiences that actually increase customer loyalty.

Key topics covered:

• Why charging for returns doesn't hurt conversion (when done right)
• How retailers save 50%+ on shipping costs through smart consolidation
• The shocking reality of returns fraud (52% of consumers admit to it)
• Real-world examples from Urban Outfitters, Sephora, and other major brands
• AI-powered tools that identify high-risk vs. high-value customers
• The chandelier story that perfectly explains returns psychology

Whether you're an e-commerce leader, operations manager, or retail executive, this conversation provides actionable strategies to reduce costs while improving customer experience.

Music by hooksounds.com

#RetailReturns #ecommerce #RetailOperations #CustomerExperience #RetailTech

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