How retailers can leverage personalization in the returns process

Traditionally, personalization has been reserved for the shopping experience and outbound fulfillment. In 2024 we see savvy retailers analyzing and investing in reverse logistics with the same mindset as outbound. In the fiercely competitive ecommerce landscape, retailers must constantly innovate to enhance the customer experience, capture market share, and drive loyalty.
For over a decade in retail, personalization has played a key role in commerce and customers respond in kind with their wallets. In fact, Twilio found that over half (56%) of consumers say they will become repeat buyers after a personalized experience. Similarly, McKinsey notes that 78% of customers are more likely to recommend a brand that has high levels of personalization. TLDR: personalization drives revenue for retailers.