Customer-friendly return processes boost loyalty

Providing free returns is an effective way for retails to gain loyal customers. Three quarters of U.S. shoppers (72%) show greater loyalty to retailers that provide free returns, according to a new survey of 2,000 Americans from SAP Emarsys Customer Engagement. Nearly nine-in-10 (88%) of U.S. consumers have stopped shopping with a retailer because of a paid returns policy being introduced, while over half (54%) actively avoid retailers that charge to return items.