Thursday, January 7, 2016

Why a Customer Retention Plan is vital to reducing returns

I did most of my holiday shopping on Amazon this year. But out of the 20 holiday purchases I made, only one seller sent a follow-up email. Just one!

I couldn’t help but think that sellers were missing out on a big opportunity to connect with customers in a positive way and perhaps reduce their return burden by implementing a simple customer retention plan with follow-up emails.

In my latest contribution to Tamebay, I explain the value a customer retention plan has for sellers in reducing returns.

I cover some of the important aspects of customer retention and returns, like avoiding marketplace penalties, pro-actively seeking feedback and the value of automated follow-up emails.

Jodi Gaines Pereira is the co-founder of ReplyManager. In 2015, ReplyManager was sold to XSellco Limited, a leading provider of software solutions for online sellers, including feedback solicitation tool High5. As a thought leader and speaker on customer service, online reputation and digital marketing, Jodi is a frequent contributor to online publications, a sought-after webinar host and aspiring musician.