As both the CEO of Collect+ and the Chief Commercial Officer at Yodel Neil Ashworth brings a truly customer-centric perspective to the importance of getting returns right , and the resulting competitive advantage this can bring. He will share the insights from brand new research into customer attitudes to returns in the UK and examples of retailers who have found customer focus to drive loyalty and positive ROI. Learn more about MetaPack's The Delivery Conference 2018 (#TDC18) at the event website https://www.thedeliveryconference.com.

1. Leaders &
Heroes
THE DELIVERY
CONFERENCE
NEIL ASHWORTH
Chief Commercial Officer & Chief Executive Officer
Avoiding the Point of No Return
- keeping customers happy to ensure
long term loyalty
Logistics and Carrier Stream

2. Avoiding the point of No Return

3. As e-retail grows so will customer returns
Source: Global Data, Channel series – E-retail in the UK 2016; Global Data, Online returns in the UK 2017

4. The traditional returns flow
After: Optoro The Hidden Value of Retail Returns 2017
Remarketing
Recycling
Destruction
WEBSITE

5. Returns – the customer’s journey
Buying
“Oh Bollocks”
Returning
Refund
Shopping
Living

6. Customer Experience drives ROI
• 94% of online shoppers say that they have checked a
retailer’s returns policy before making an online
purchase
• 80% identify choices in returns channels as an
important factor.
• 45% of online shoppers have abandoned a purchase
on line because of this lack of choice.

7. Customer centric options

8. Leading to a huge headache for the retailerAnd in future?
Innovation in the returns space improves
the customer experience, creates
repurchase and brings benefits to the
retailer.