Presentatie E-Shop Expo 2014: UPS_Jan Denecker

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Presentatie 'How to turn returns into your advantage' van Jan Denecker tijdens E-Shop Expo op 19 en 20 maart in Tour & Taxis Brussel.

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Presentatie E-Shop Expo 2014: UPS_Jan Denecker

  1. 1. How to turn returns into your advantage Jan Denecker, UPS E-Shop Expo – Brussels - 20 March 2014
  2. 2. 2 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. Have returned an online purchase:
  3. 3. “A world without returns would be nice, but it’s unrealistic. The question for us is: Can we be profitable with returns? We are certain that we can be”. CEO of a leading online retailer 3 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS.
  4. 4. 4 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS.
  5. 5. 5 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS.
  6. 6. 6 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. “If they expect me to read a book for a return policy, I probably won’t order from them.” Online shopper in survey
  7. 7. 7 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. Free returns shipping 57% No questions asked 37% Return label in package 34% Quick turnaround time 34% What makes the returns experience positive?
  8. 8. 8 76% of online shoppers likely to complete sale if free return to store OR prepaid return shipping
  9. 9. 9 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. If an online retailer offers a hassle-free returns policy, I will... shop more with that retailer: 61% recommend the retailer: 58% drop another retailer: 48%
  10. 10. 10 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. Returns logistics: The online shopper expects convenience Pre-printed returns label or easy process to request return and get label. Options for pick-up or drop-off. Possibly exchange with new package.
  11. 11. The online retailer perspective 11 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS.
  12. 12. 12 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. An effective returns program Convenience Efficiency Sales ↑ Profit ↑  Customer service time ↓  Warehouse staff time ↓  Inaccurate returns ↓  Ease of returns ↑  Customer satisfaction ↑  Customer loyalty ↑
  13. 13. Convenience: Evaluate returns logistics options Pre-printed return label Electronic return label 1 & 3 return attempts Returns pack & collect Returns exchange 13 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. Increasing convenience and control
  14. 14. Convenience to collect/drop off a package Location and opening hours are key
  15. 15. Convenience to collect/drop off a package 15 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. 68% in less than 5 minutes 97% in less than 10 minutes
  16. 16. 16 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. Think international 11,000 collection points in Europe in 2014
  17. 17. Efficiency: Streamline the returns process 17 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. An easy way to provide labels and answer customer questions Track packages to manage warehouse, customer service and billing Customer enquiries ↓ Returns follow up ↓ Inaccurate returns ↓
  18. 18. Free returns or fee for return? 18 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS.
  19. 19. 19 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. “A good returns process is all about the consumer and needs to be hassle-free. From the retailers perspective the process needs to come as close as possible to the simple action of returning a rejected item on a store shelf whilst remaining commercially viable.” Frucon²
  20. 20. 20 PROPRIETARY AND CONFIDENTIAL: THIS PRESENTATION MAY NOT BE USED OR DISCLOSED TO ANY PERSON OTHER THAN EMPLOYEES OF CUSTOMER, UNLESS EXPRESSLY AUTHORIZED BY UPS. Make the difference... Make the returns process as convenient as possible for online shoppers and establish long-term relationships.
  21. 21. Thank you ups.com/be Or google: UPS Pulse of the online shopper Europe

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