Create new reasons for people to love HALFORDS by building a standout returns experience tailored to your customers.
Building a unique and more convenient online experience is at the heart of HALFORDS' strategy.
Accenture analysts found that a good returns experience can lead to an increase in profit of 22-46% per customer on average over six months. Building a best in class returns experience will enable HALFORDS to create a positive lifetime relationship with customers.
We’ve placed a test order to analyse YOUR returns experience and compared it to top retailers in the UK. Here are the results.
What we liked!
You’re sending returns communications directly to shoppers. You’re delivering a better experience than 18% of retailers who send none or rely only on carriers, leaving customers in the dark during returns.
HALFORDS returns refunded in 4 days, that’s 55% faster than the average retailer!
parcelLab tips and recommendations to improve HALFORDS' returns experience
1. Take your returns digital!
Save on returns labels and packaging. Let customers register returns through a digital portal where you can offer more sustainable options for return to store and save on returns labels. Knowing that, 62% are more likely to shop online if they can return an item in-store.
With digital returns it's easy to offer alternatives like no box/no label drop off in-store options. Customers get more choice and retailers can save on reverse logistics costs.
2. Give customers the personalised communications they want
Make your customer feel special and remain competitive by adding branding and personalised content in their returns communications. Creating a more positive experience with the brand is an opportunity to re-engage shoppers, offer alternative items and encourage future purchases.
3. Keep customers in your ecosystem
Websites like Royal Mail, UPS or FedEX are some of the most visited sites on the web. They collectively generate millions of monthly visits, most of which are from people tracking their orders. Instead of handing over your customer traffic to these sites, why not send shoppers to a branded, in-store order tracking page instead? It creates a superior customer experience and gives you the opportunity to engage customers and encourage them to shop with you again.
State Of The Returns Market
Check out this report for a more in depth look at how your returns experience compares to 200 other brands in the UK.
Here is the report to discover how they perform!
