Die Geheimnisse erfolgreicher Direct-to-Consumer-Unternehmen lüften

With the rise of the CAC and the explosion of online brands, it becomes essential for DNVBs to become omnichannel brands in order to maintain their growth.

Among the various options, retail can be an excellent opportunity for your company:

• In 2022, 30% of brands considered increasing their retail presence.
• Only 48% of DNVBs are present in this sector (compared to 56% in wholesale).
• Those who leaped generate up to 40% of their revenue from their physical sales.

Moreover, entering retail can help e-commerce brands increase visibility, improve customer experience, gather data and cross-promote, ultimately leading to growth and success.

If you are hesitating to enter the retail sector, here are 10 examples of brands that have succeeded in bringing their world to life in shops and have taken up the challenge of omnichannel.

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1. Cabaïa

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The French backpack and accessory brand Cabaïa launched in 2015 is a leading in the retail sector for a few years now. The brand has a presence in over 2,000 shops in Europe and the USA, both through its own stores and resellers. Cabaïa makes it easy for customers to find its products, thanks to an interactive map on its website that lists all its shops worldwide. This not only enhances the customer experience but also demonstrates the brand's commitment to providing convenient access to its products.

Known for its quirky universe, it has taken up the challenge of opening a shop in its image while maintaining its e-commerce roots. Several shop elements are strongly reminiscent of their website design and functionality. For example, their manifesto with their commitments is hung on the wall with bright yellow support so customers can't miss them.

Finally, there is a real wheel of happiness in the shop, similar to the one on their website, which allows customers to win a discount or an accessory.

🤜🤛 Bigblue friends

Do you dream of a similar experience for your brand? Like Les Raffineurs, Sézane, or Bonne Gueule, Cabaïa hired the Label Experience agency to create their shop!

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2. Sézane

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Sézane is a French brand that has achieved great success in the retail sector. As the first French digitally native vertical brand, Sézane was founded in 2013 and has since then established itself as a leader in the fashion industry. The brand has a strong commitment to sustainability and social responsibility through its DEMAIN programme, which strives to create a more environmentally friendly business model.

Innovative by nature, Sézane has not just opened a traditional boutique but created the concept of the Sézane flat. These flats offer customers a unique and personalized shopping experience, where they can feel at home and in line with the brand's values. Today, Sézane has ten flats in France and two in the USA, with additional pop-up locations being created regularly. In 2022, the brand took its commitment to customer engagement even further by organizing the "Archives Tour," a tour of France showcasing its old collections and allowing customers to connect with the brand in a more personal way.

Through its unique approach to retail, Sézane successfully made the shift from a direct-to-consumer model to a retail presence.

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3. Balzac Paris

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Founded in 2014, Balzac has established itself as a leader in responsible fashion with a strong emphasis on sustainability, made in France production, and the use of recycled materials.

Balzac Paris opened its first brick-and-mortar store, the Adresse de Balzac Paris, in the heart of the city at the end of 2022. Anticipation was high among fans, who eagerly awaited the opening of the store and followed the brand and its co-founder on social media with the hashtag #VousAvezlAdresse. The store perfectly captures Balzac's distinct brand identity, including its signature leopard print, which is incorporated into carpeting and furniture throughout the store.

The Balzac boutique also showcases the brand's commitment to its Toujours Plus Responsable (TPR) initiative. The brand has taken steps to minimize the carbon footprint of its shop, using materials from production offcuts in a zero-waste approach, eco-friendly furniture crafted by French artisans, and utilizing green energy and waste management methods. Additionally, the boutique features a dedicated space called the Kiosk, which offers customers the ability to sell their gently-used Balzac Paris pieces on the brand's Seconde Vie platform.

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4. Jimmy Fairly

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Jimmy Fairly is a French independent eyewear brand that offers top-notch products at an affordable price. With a social conscience, the brand has implemented a unique giving program where they donate a pair of glasses to someone in need for every pair they sell.

Over the years, Jimmy Fairly has made a significant impact by donating over 400,000 pairs of glasses to those in need. The brand has a strong retail presence, with stores across France and the UK and an online store, making it easy for customers to purchase their products.

Jimmy Fairly is a shining example of how to create an impressive customer experience in shops without going to extremes. The brand has implemented simple but effective loyalty methods that have helped to increase customer satisfaction and keep customers coming back for more. With every purchase, customers receive a tote bag and goodies such as candies and pins, which are small gestures that go a long way in building customer loyalty. The strategy has paid off, with Jimmy Fairly's 100 stores receiving an average rating of 4/5 stars on Google.

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5. Gymshark

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Founded in 2012 by Benjamin Francis, the fitness apparel and accessories Gymshark has experienced immense growth over the past decade and has seen its turnover grow to around £500 million in 2022.

Gymshark's close relationship with its customers has driven its hypergrowth over the years. The brand emphasizes community through events and influencer partnerships, and positions itself as a "family" for its customers, who feel connected through its marketing and loyalty programs.

Gymshark has also always resisted selling its products through retailers, even though he has passed up a lot of revenue in doing so. That was until Octobrer 2022, when the brand opened its Regent Street flagship store on 29 October 2022.

The place offers more than just a safe and inviting atmosphere to try out the latest gym wear. With mannequins showcasing a variety of body shapes, genders, and abilities, as well as adjustable changing room lighting, the shop creates an environment that caters to everyone's needs. Additionally, the store offers free fitness classes that can be booked through its app, allowing customers to engage in community experiences and exercise.

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6. Bonsoirs Paris

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Nicolas Morschl couldn't find affordable, high-quality and simple bedsheets for his home. Frustrated with his search, he took matters into his own hands and started Bonsoirs, a home linen company, on November 2017.

Bonsoirs has grown and broadened its offerings. The start-up introduced washed linen as a new fabric and has since expanded into household linens, offering bath towels and other bathroom linen.

In November 2022, the brand has opened for the first time a pop-up store in Paris. The shop offered visitors a chance to touch and experience the brand's comfort and luxury in person. To enhance the customer experience, the brand provided an in-store personalization service through on-site embroidery and a pick-up point for used sheets to be recycled. This added touch was well-received by visitors, solidifying the brand's commitment to delivering exceptional products and service.

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7. Les Petits Raffineurs

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Les Petits Raffineurs is a subsidiary of the gift specialist concept-store brand, Les Raffineurs, established in 2016. It offers a curated collection of products for children and their parents. After opening numerous pop-up stores during the holiday season to test demand, Les Raffineurs brand currently distributes its products via two e-commerce sites and a network of four physical shops in Paris and Lille.

Les Petits Raffineurs' retail store incorporates elements from their e-commerce site, making the shopping experience similar for customers whether they're shopping online or in-store. This creates a seamless transition for customers who are familiar with the website and increases their confidence in the brand. The clear signage and categorization of products according to age also make it easier for customers to find what they're looking for, improving the overall shopping experience.

Additionally, the option for click & collect within 2 hours offers customers greater convenience and flexibility, making it more likely they will choose to shop with Les Petits Raffineurs. Integrating physical and digital channels like Les Petits Raffineurs is likely to drive sales and boost the brand's success.

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8. From Future

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From Future, the cashmere brand established in 2018, is making waves in both the e-commerce and retail sectors, thanks in part to the background of its co-founder, Philippe de Hesdin, who previously co-founded the well-known retail brand Kookaï.

With a mission to provide high-end products at affordable prices, the brand offers a unique style, incorporating modern and eye-catching fluorescent colors, while sourcing raw materials sustainably and prioritizing animal welfare. Given de Hesdin's expertise in the retail industry, it's not surprising that From Future has adopted a brick-and-mortar strategy, opening an image shop to make its first steps in the ready-to-wear market, in addition to its e-commerce site.

From Future's retail strategy showcases the luxury codes with only one product on display in each store, presented in a minimalist, futuristic setting with a clean, silver ambiance. With 7 boutiques mainly located in Paris, the brand also strategically opens pop-up stores in cities known for attracting their target audience, such as Courchevel and Saint Tropez.

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9. Make my lemonade

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Founded in 2015 by Lisa Gachet, Make My Lemonade is a sustainable and innovative fashion brand that pioneered the "Do It Yourself" concept in the industry.

The brand offers limited edition clothing that can be made at home with the help of patterns provided each month or purchased ready-made. The brand is also dedicated to sustainability, as they use fabrics from a second production circuit, such as unused fabrics or the ends of rolls from major fashion houses, to create new pieces. With sizes ranging from 34 to 48, and some models offering size 52, the brand is constantly working to increase the size range of their offerings to better serve their customers.

The brand Make my Lemonade successfully transition into retail with the opening of their flagship store, which perfectly embodies their brand values and offers customers a truly immersive and interactive experience.

The space features a workshop area where daily DIY workshops are held, a haberdashery section where customers can purchase the brand's patterns and fabrics, a cozy tea room, and of course a boutique showcasing the designer's clothing line. The Make My Lemonade boutique has become a hub for Parisian sewers, who can gather and share their creations over a cup of tea and leave with a free souvenir photo taken from their vintage photo booth.

💙 Bigblue Tips

Having a photo booth in your shop can help gather email addresses for your marketing database. This provides a fun experience for customers, who can take photos and leave their email in exchange. This can encourage customers creating User Generated Content for your brand and help you increase the size of your marketing database, giving you more opportunities to reach potential customers and drive sales.

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10. LePantalon

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LePantalon is a dynamic e-commerce brand that has made a big impact in a short amount of time. The brand was launched around a single, yet innovative concept of a range of high-quality chinos at an affordable price. With three pillars at its core - fair pricing, durability, and customer engagement - LePantalon has quickly established itself as a customer-focused brand that prioritizes the needs and feedback of its customers.

Despite a limited budget for acquisition, the brand has achieved great success through social media, and in response to the high demand from customers, the brand has opened a Showroom in its offices, followed by a Pop-up store and finally, a physical store. This move has proven to be a huge success and further solidifies LePantalon's reputation as a brand that truly listens to its customers.

LePantalon's success in retail can be attributed to its innovative approach to marketing. By incorporating its brick-and-mortar shops into its marketing strategy, the brand is able to drive more traffic both online and in-store. The brand leverages the power of video marketing by creating short clips showcasing its employees, who introduce themselves and provide product recommendations and gift ideas.

This approach has proven to be highly effective, with these videos often generating up to 8 times more engagement than traditional marketing content. The simplicity of this approach has proven to be the key to its success, helping to increase the brand's visibility and drive sales.

‍Not Every Return Program Is Right for Your Business

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Although every e-commerce website deals with returns, return policies look very different from one site to another. Some businesses offer a full refund on online returns, while others offer store credit in exchange for returned products. Some businesses provide free return shipping on product returns, while others pass shipping costs to customers.

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Ultimately, a good return program fulfils your company's goals without being too costly to operate or too difficult for your customers to find, understand, or use.

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Smaller businesses, by contrast, may benefit from a less generous program. According to data from CNBC, the average return represents 30% of the purchase price. This cost may be too much for businesses operating on tight margins. Instead, many smaller businesses offer stricter return policies, such as charging for shipping or only offering store credit.

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In the end, there's no one-size-fits-all return program. You’ll need to crunch the numbers and consider how much each aspect of your policy could impact your bottom line. We’ll examine some of these costs in the next section.

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Building Your E-commerce Returns Program: Factors to Consider

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When designing a returns policy, merchants should consider several factors to balance customer satisfaction and profitability. Some of these factors include:

• Customer expectations: It's important to understand the expectations of your target audience and what they consider a fair and reasonable returns policy.
• Product type: The type of product you sell will play a role in determining your returns policy. For example, perishable goods or custom-made items may have more restrictive return policies.
• Shipping costs: Shipping costs can add up quickly, especially if you offer free returns. Merchants should factor in these costs when determining their returns policy.
• Profit margins: A product with a low-profit margin may not be able to absorb the costs of free returns. Merchants should consider their profit margins when deciding whether to offer free returns.
• Brand image: Your returns policy can significantly impact your brand image and customer loyalty. A fair and reasonable policy can help to foster customer trust and increase loyalty, while a restrictive or complicated policy may discourage customers from making repeat purchases.
• Competition: It's important to consider your competitors' actions when designing your returns policy. Offering a more generous returns policy than your competitors may help to differentiate your brand and attract more customers.
  

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Top Reasons That Customers Return Products

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These statistics highlight the most common return reasons, and can help merchants to better understand why customers return products, and to design returns solutions that take these factors into account. According to Invesp:

• 23% of returns are due to customers receiving the wrong item
• 22% of returns are due to the customer receiving a product that doesn’t match the product description or image
• 20% of returns are due to customers receiving a damaged product
• 35% of returns are due to unspecified reasons‍
  

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10 Refunds and Return Best Practices for Your Ecommerce

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1. Understand the EU laws concerning Returns

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As a merchant, it is important to be aware of the legal framework surrounding returns in the European Union (EU). The EU Consumer Rights Directive sets out minimum standards for returns, including the right for consumers to return goods within 14 days of receipt for a full refund, without giving any reason.

In addition, EU member states may have additional consumer protection laws that apply, so it is important to be familiar with the specific requirements in your country. Failing to comply with these laws can result in legal consequences and a loss of customer trust.

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2. Communicate your returns policy prominently on your website

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It's essential to make your returns policy easily accessible to customers so they can understand their rights and the process for returning a product. A dedicated returns policy page on your website should be easy to find and clearly outline your policy, including any conditions that must be met for a return to be accepted and the timeframe within which returns can be made.

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3. Reduce Returns by Providing Important Details on Every Product Page

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Providing detailed product information on every product page can help to reduce the number of returns by ensuring that customers have all the information they need to make an informed purchase decision. This can include product dimensions, materials, care instructions, and any other relevant details.

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4. Clearly state the types of products eligible for returns and any exclusions.

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It's important to be transparent about the types of products that are eligible for returns and any exceptions, such as perishable goods or custom-made items. This helps to manage customer expectations and reduce the number of returns.

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Setting clear conditions for returns helps to ensure that products are returned in a resalable condition and reduces the cost to your business.

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5. Specify the timeframe within which customers can request a return (e.g. 14 days from delivery).

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Defining a specific timeframe within which customers can request a return is an important aspect of your returns policy. This helps to manage customer expectations and ensure that the return process is handled promptly.

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Typically, merchants set a timeframe of 14 days from the date of delivery, in line with the minimum standards set out in the EU Consumer Rights Directive. This gives customers a clear deadline for initiating the return process and helps to manage expectations.

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However, it's important to consider the nature of your products and your business model when setting the timeframe for returns. For example, if you sell perishable goods, you may set a shorter return timeframe. On the other hand, if you sell high-ticket items, you may offer a longer return period to build customer trust and encourage purchases.

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6. Provide clear instructions on how customers can initiate a return (e.g. through an online form or email).

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Providing clear instructions on how customers can initiate a return is an important aspect of your reverse logistics strategy. This helps customers understand the process and feel confident that they can easily request a return if needed.

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There are several ways to provide instructions on how to initiate a return, including:

• Online form: A dedicated online form on your website that customers can use to initiate a return. This can include fields for entering product details, the reason for the return, and contact information.
• Email: A designated email address that customers can use to request a return. Make sure the email address is prominently displayed on your website and in your returns policy page.
• Phone: A dedicated phone line for returns, which customers can call to initiate a return. This can be particularly useful for customers who need additional support or have questions about the return process.
• Use a Returns Portal: Consider using a returns portal such as Bigblue to manage the return process. This can streamline the process for you and the customer by providing a centralized platform for tracking return requests and managing the logistics of return shipping. A returns portal can also help you to track and analyze return data, which can be valuable for improving your returns policy and reducing the number of returns in the future.

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7. Consider offering free return shipping to make the process more convenient for customers.

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Offering free return shipping can make the process of returning a product much more convenient for customers, and can help to increase customer satisfaction and loyalty. This can be particularly important for online purchases, where customers may be reluctant to initiate a return due to the cost and hassle of return shipping.

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Matter of fact, a study by Accenture found that 69% of consumers say that the availability of free returns is the most important factor when making an online purchase.

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Here are some benefits of offering free return shipping:

• Increased customer satisfaction: Customers appreciate the convenience of free return shipping, and are more likely to initiate a return if they know that the process will be straightforward and cost-effective.
• Improved customer experience: Offering free return shipping can help to ensure that the entire customer experience, including the return process, is positive and stress-free.
• Increased customer loyalty: Providing a positive return experience, including free return shipping, can help to increase customer loyalty and repeat purchases.

Of course, offering free return shipping may not be feasible for all businesses, and there are trade-offs to consider, such as the cost of shipping and handling and the impact on profitability. However, the benefits of offering free return shipping outweigh the costs for many businesses.

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8. Make sure your returns policy is easy to understand and written in plain language.

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This will help to ensure a great customer experience, ensure you that your customers are fully aware of their rights and the process for initiating a return, and will reduce the likelihood of misunderstandings or disputes.

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Here are some tips for making your returns policy easy to understand:

• Use plain language: Avoid legal jargon or complex language, and write your returns policy in a straightforward and easy-to-understand manner.
• Be concise: Keep your returns policy as short and concise as possible, focusing on the most important information.
• Use clear headings and bullet points: Make your returns and refund policy easy to navigate by using clear headings and bullet points, and by breaking up text into short paragraphs.
• Highlight key information: Use bold text, underlining, or other formatting techniques to highlight important information, such as the returns timeframe, eligibility criteria, and instructions for initiating a return.
• Include visuals: Consider including images or other visual elements to help illustrate key points, such as step-by-step instructions for initiating a return.

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9. Consider offering exchanges or store credit in addition to refunds.

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In addition to offering refunds, consider offering other options such as exchanges or store credit.

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This can be particularly useful for customers who are dissatisfied with a product but would like to purchase a different item from your store, rather than receiving a refund. According to a survey conducted by Accenture, 48% of customers who returned a product said they would prefer to receive store credit, while only 27% preferred a cash refund.

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Here are some benefits of offering exchanges or store credit:

• Increased customer satisfaction: Offering exchanges or store credit can increase customer satisfaction and reduce frustration, as it gives customers more options for resolving their issue with a product. In the same survey, 86% of customers said that having a choice of returns options is important to their overall satisfaction with a retailer.
• Reduced financial impact: Exchanges and store credit can help to reduce the financial impact of returns on your business, as customers are still making a purchase, rather than receiving a full refund.
• Increased customer loyalty: Offering exchanges or store credit can help to build customer loyalty, as it demonstrates your commitment to providing a positive customer experience and resolving any issues with products. A study by Narvar found that 63% of customers who returned a product were more likely to make a future purchase if they were offered store credit.

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10. Consider offering a satisfaction guarantee or extended return policy for high-ticket items to build customer trust.

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Offering a satisfaction guarantee or extended return policy for high-ticket items can build customer trust and increase customer confidence in your brand. By offering a longer return period or a guarantee, customers can feel more secure in their purchase, knowing they can return the item if they are not satisfied.

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According to a survey by MetaPack, 63% of customers are more likely to purchase if a retailer offers a satisfaction guarantee. This can be particularly beneficial for high-ticket items, where customers may be more hesitant to purchase due to the cost.

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Here are some benefits of offering a satisfaction guarantee or extended return policy:

• Increased customer confidence: A satisfaction guarantee or extended return policy can instill confidence in the customer, making them more likely to purchase products from the brand.
• Higher conversion rates: Offering a satisfaction guarantee or extended return policy can increase the conversion rates by making customers feel more secure in their purchase decisions.
• Customer loyalty: Providing a satisfaction guarantee or extended return policy can create customer loyalty by showing the brand values customer satisfaction and is willing to stand behind its products.
• Better customer reviews: When customers are satisfied with their purchase experience, they are more likely to leave positive reviews, increasing the brand's online visibility and reputation.
• Reduced returns: By offering a satisfaction guarantee or extended return policy, the brand can reduce the number of returns and increase customer satisfaction.
• Increased revenue: By offering a satisfaction guarantee or extended return policy, the brand can increase revenue as customers are more likely to make repeat purchases and recommend the brand to others.

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In conclusion, managing returns is an essential aspect of any e-commerce business.

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By following the best practices discussed in this article, you can streamline the returns process and increase customer satisfaction. From having clear return policies to offering easy-to-use return portals, these tips will help you create a positive customer return experience.

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Implementing these best practices will benefit your business by reducing costs and also help you build a strong reputation and loyal customer base. Remember, happy customers are repeat customers, and a positive returns experience is key to returning them to your online store.

The Covid-19 crisis has heightened the demand for efficient Omnichannel customer services. Competition in online sales is on the rise, and the price for obtaining new customers by D2C brands is predicted to be 26€ by 2022.Thus, businesses are looking for new ways to increase conversion and build customer loyalty.

As a result of the growing competition and rising costs for acquiring new customers, more and more digital native vertical brands (DNVBs) are expanding their presence in wholesale and retail. Primarily due to physical retail's positive effect on online channels. Known as the "halo effect" of brick-and-mortar, it encourages more DNVBs to expand their offline presence.

Are you ready to take the leap and stand out from the crowd? Learn how to create seamless Omnichannel experiences using Headless Commerce. In this blog post, we'll show you the best practices from real-life examples to increase conversion, build customer loyalty and stay ahead of the competition.

What's the link between headless commerce and omnichannel brands?

With the integration of physical and digital retail, a brick-and-mortar presence can significantly enhance an online one by serving as an interactive platform that establishes customer trust. A study by Shopify reveals that e-commerce brands that open a physical store can see an average of 37% more web traffic in the quarter following their opening.

Moreover, omnichannel strategy is becoming increasingly important for retailers, as it allows them to provide a seamless and consistent customer experience across all channels. It leads to increased customer loyalty and sales.

Studies have found that retailers that adopt an omnichannel strategy can expect a 9% higher year-over-year customer retention rate than those that don't. Additionally, omnichannel shoppers tend to spend more than single-channel shoppers, with 4% more in-store and 10% more online, according to McKinsey.

What are headless commerce and its benefits?

Headless commerce involves developing and running e-commerce sites with a distinct customer-focused interface (front-end) and backend dealing with operations like orders and stock.This approach offers increased flexibility and scalability, as updates or changes to the front end do not impact the back end. Additionally, it enables the integration of new technologies and channels, such as voice-enabled devices, virtual reality, and augmented reality, into the customer interface.

Benefits of a Headless Commerce Strategy:

• Flexibility in technology stack selection
• Scalability to handle large amounts of traffic and data
• Improved performance and faster load times
• Better user experience across multiple channels
• Easier integration with third-party systems and services
• Greater control over the customer journey
• More efficient content management
• Better security and compliance
• Increased innovation and experimentation capabilities
  

What are omnichannel commerce and its benefits?

On the other hand, omnichannel is a strategy that allows customers to shop and interact with a brand across multiple channels and touchpoints such as online, in-store, mobile, and social media. An omnichannel strategy aims to provide a seamless and consistent customer experience regardless of the channel.

Benefits of an omnichannel Commerce Strategy:

• Improved customer experience through consistent branding and messaging
• Increased sales and revenue through cross-selling and upselling
• Better customer retention and loyalty
• Greater flexibility in meeting customer needs
• Increased data insights and analytics
• More efficient inventory management and fulfillment
• Greater ability to personalize the customer journey
• Increased scalability and adaptability to changing market trends
• Better ability to reach and engage customers across multiple channels
• Enhanced brand reputation and customer trust
  

What are the best practices for creating incredible omnichannel customer experiences?

Creating fantastic omnichannel customer experiences with headless commerce needs a strategic approach. This approach should take advantage of the flexibility and scalability of headless commerce architecture. Here are some best practices that businesses can follow to achieve this goal:

1. Unlock the potential of Headless commerce: Create unique experiences for every customer on every channel - See how Nike and Amazon do it.

With headless commerce, businesses can optimize the front end for different channels, such as mobile, web, and voice. Thus, the brands can create unique customer experiences on several tracks, making it more likely that they will convert.

Brands such as Nike and Amazon are great examples of companies successfully optimizing their front end for different channels.

For example, Nike has a mobile app that allows customers to easily browse and purchase products, exclusive access content, and track their orders. The brand also offers a personalized shopping experience through its website. Customers can create a profile and receive customized recommendations.

Similarly, Amazon's website and mobile app provide customers with an easy and seamless shopping experience. Customers can easily browse and purchase products, access their order history, and track their deliveries. Amazon also offers a voice-enabled shopping experience through its Alexa devices, allowing customers to make purchases using voice commands.

2. Use data to personalize the customer experience with headless commerce: see how Starbucks increases conversion and customer loyalty.

Headless commerce allows businesses to efficiently collect and analyze customer data to personalize the customer experience. For example, they can use customer data to create personalized offers, content, and recommendations. By personalizing the customer experience, businesses can increase conversion and build customer loyalty.

For example, Starbucks uses customer data to personalize offers and rewards for its customers through its mobile app. Customers can earn rewards such as free drinks and food by making purchases and providing feedback. The brand also uses customer data to personalize the menu options available at each store.

3. Integrate physical and digital channels like Zara

Headless commerce enables companies to integrate physical and digital channels easily and provide a smooth customer experience. Thus, digital media can drive foot traffic to physical stores. Mobile apps give in-store customers access to inventory information, product recommendations, and loyalty programs. By integrating physical and digital channels, businesses can create an omnichannel experience that will help increase conversion, build customer loyalty, and stay ahead of the competition.

ZARA is a prime example of a retailer that has effectively transitioned to an omnichannel strategy. The fast-fashion giant has integrated all its acquisition channels to provide the best customer experience possible.

They have adopted the best practices of online sales. This includes creating a mobile app for easy basket preparation, having highly responsive community managers to assist customers on social media, and utilizing email campaigns.

Additionally, they have integrated physical retail elements such as offering click-and-collect, in-store exchanges and returns, and other in-store services.

Influencer marketing has become essential for e-commerce brands looking to increase visibility and drive sales. In January 2024, we've seen some truly amazing campaigns from e-commerce brands that have leveraged the power of influencers to connect with their target audience and achieve impressive results.

In this blog post, we'll look at 5 of the best influencer campaigns from e-commerce brands in January 2024. We'll also share some statistics to show just how effective influencer marketing can be for e-commerce brands.

A study by eMarketer found that influencer marketing generates 11x more ROI than traditional forms of digital marketing. So, without further ado, let's dive into 5 amazing examples of influencer campaigns for e-commerce brands in January 2024.

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1. Use product seeding with mega influencers like FashionNova

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Fashion Nova has grown its brand through product seeding, by partnering with well-known influencers with large followings. The company has enlisted the help of around 5,000 mega-influencers who share content that appears more like a casual conversation with a friend rather than an advertisement.

This marketing strategy has been successful for the fast fashion brand, with the company's founder, Richard Saghian, estimated to have a net worth of $1.4 billion and selling $500 million worth of merchandise in 2021 alone.

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2. Build your brand with influencers like Sugar

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SUGAR Cosmetics, established in 2015 with only two products, is now valued at $30 billion. The founder's use of influencer marketing was crucial to the company's success, as social media marketing and viral videos helped to propel the brand forward despite its humble origins.

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3. Gymshark masters the power of memes to make everyone talk about them

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To get people started on the “fit life”, Gymshark created Gymshark66. A 66 days day challenge to form a habit with a worldwide community that supports each other in pursuing their 2023 fit goals. Each member must complete a small daily goal to help them achieve their dream goal!

They teamed up with influencers from the Gymshark Family to create quirky memes and post their daily micro-goals for the #Gymshark66 challenge. To this day, more than 788K posts have been published using their dedicated hashtag.

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4. Be your own influencer like ROWSE

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The Spanish brand ROWSE has taken beauty and cosmetics consumers by surprise with its innovative approach towards influencer marketing.

Nuria Val and Gabriela Salord, ROWSE’s co-founders, are the best influencers for their brand. With a captive audience of nearly 290K followers on Instagram and organic viral content that resonates with their audiences, they topped their game by whitelisting her posts and using them for high-converting ads.

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💙 Bigblue client ROWSE uses Influencer Whitelisting on Facebook Ads to reduce their CAC by 30% and increase their ROAS by 5X!

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5. Step-up your influencer game to launch a product like Benefit

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To build up the hype for its new #Benetint, the cosmetics brand Benefit leveraged the power of influencers. Unless you live under a rock, it’s 100% sure you saw this campaign on TikTok in January. In just a few weeks, it has generated over 187M views on the platform.

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Introduction

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Curbside pickup and contactless delivery are revolutionising the way we shop, and are increasingly gaining their place as one of the more popular methods for businesses to get goods to customers. According to Statista, curbside pickup’s widespread reached a 58% growth worldwide in 2021.

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From creating a smooth and secure checkout process to meeting customer expectations for fast delivery, there are various ways to ensure your customers get the best delivery experience possible with their online shopping.

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Brands jumping on the trend include UNIQLO. They provide a convenient and efficient shopping experience by allowing customers to order online and pick up their items in-store. To make the process even easier, the store has created a special checkout area for online orders, staffed by a dedicated cashier to help customers complete their purchases.

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In this article, we'll look at how this trend has shifted the e-commerce landscape, and how businesses can take advantage of these new methods to better serve their customers.

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Which delivery methods are more valuable for consumers? As consumer priorities shift towards more convenient delivery options, their expectations for detailed information about shipping times have also risen! Click and collect is a retail trend that’s here to stay!

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What is click-and-collect?

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Click & collect, also known as curbside pickup, is a popular e-commerce service changing how we shop. With BOPIS (Buy Online, Pick Up in Store), customers can place their orders online and then pick them up at a physical store location, eliminating the need for home delivery.

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This service has been rapidly growing in popularity in recent years and many major retailers and it's becoming a trend among e-commerce brands. US click-and-collect sales doubled in 2020 and US consumers spent around 70 billion dollars via click-and-collect.

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Click-and-collect is becoming a popular trend for e-commerce brands, as the convenience of online shopping and the ability to collect products from a local store prove advantageous. According to Shopify report 2022, 35% of consumers chose shipping options like curbside pickup or click and collect to receive their orders in time, while avoiding delivery delays and shipping fees.

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Additionally, click-and-collect orders tend to be larger than regular orders, with an average value of 20% higher than other online purchases. This provides an opportunity for e-commerce brands to increase their sales and revenues and engage with their customers more meaningfully.

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Click-and-collect in a nutshell: benefits and disadvantages

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Click and collect presents a valuable revenue stream for e-commerce businesses while also enhancing customer experience and satisfaction. Let’s examine this delivery option's key benefits and drawbacks for your e-commerce brand.

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As a benchmark, we will examine how popular clothing retailer ZARA uses the click-and-collect service. ZARA customers have the option to order items online and pick up their order in store. At the checkout, customers can select their preferred store for pickup and schedule the pickup time. ZARA also offers free delivery for orders of more than £30 and free returns for both online and in-store purchases.

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Advantages

1. 29% of consumers agree that click-and-collect is more convenient. This service allows customers to place their orders online and pick them up at a physical store location, eliminating the need for home delivery and providing a more convenient shopping experience.
2. Increased Sales: Click-and-collect service can attract shoppers who may have been hesitant to shop online due to concerns about delivery times or shipping costs. Moreover, 75% of shoppers who have used BOPIS say they are likely to make an additional purchase while picking up their order.
3. Reduced Costs for Shipping and Handling: By offering a click-and-collect service, retailers can reduce the costs associated with home delivery, such as shipping and handling fees, which can help to increase profit margins and make the business more sustainable.
4. Increased foot traffic to physical stores: Click-and-collect service can help to increase foot traffic to physical stores, which can be beneficial for retailers looking to drive in-store sales.

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Disadvantages:

1. Limited Reach: Click-and-collect service is only available at select locations, limiting the reach of retailers.
2. Additional Costs for Staffing and Inventory Management: Offering a click-and-collect service can require additional staffing and inventory management costs for retailers.
3. Limited Control over Inventory Management: Retailers may need more control over inventory management when using a click-and-collect service.
4. Limited Brand Control: Retailers may have limited control over the branding and messaging associated with click-and-collect services.

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What is contactless delivery?

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Contactless delivery is a service where the delivery person does not physically hand the package to the recipient. Instead, they leave it at a designated pickup point. This is often done by leaving the package at the recipient's doorstep, in a locked mailbox, or a designated safe location agreed upon by the delivery person and the recipient.

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A study by MetaPack found that contactless delivery options can increase customer satisfaction by up to 25%.

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Amazon, the world's largest e-commerce marketplace, has been a pioneer in implementing contactless delivery methods. They have scaled contactless delivery across their operations by integrating technology and process changes.

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For example, they have enabled customers to track their deliveries in real-time and have allowed them to authorize delivery personnel to leave the package at a safe location, like an Amazon Locker. They have been working on developing autonomous delivery options like drones and robots to further minimise human contact during the delivery process.

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In Europe, Mondial Relay or Evri have been leading the way to add more options for pickup points. You can increase conversions by 3-5% by offering pickup points as a shipping option.

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_{Bigblue Tips
As a Shopify store owner, boost checkout conversions with Bigblue's pickup point selector app. Partnered with leading carriers like Mondial Relay, offering customers an easy pick-up point selection enhances their shopping experience.}

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What are contactless delivery advantages?

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Contactless delivery presents a valuable revenue stream for e-commerce businesses and enhances customer satisfaction. Now let’s examine this delivery option's key benefits and drawbacks for e-commerce brands.

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Advantages:

1. Increased customer satisfaction: 67% of customers say contactless home delivery is crucial for a positive CX. It also allows for greater flexibility in delivery options and reduces the risk of lost or stolen packages.
2. Reduced costs: Contactless delivery options may reduce the need for additional staffing and inventory management costs, as the customer may pick up their package at a designated location.
3. Increased brand loyalty: Customers who use contactless delivery options are more likely to recommend the brand to others and make repeat purchases, this can increase brand loyalty.
4. Improved delivery tracking: Contactless delivery options can provide real-time tracking information and allow customers to authorize delivery personnel to leave the package at a safe location, providing a more efficient and transparent delivery process.

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Disadvantages:

1. Limited control over inventory management: Retailers may have less control over inventory management when using a contactless delivery service.
2. Limited personal interaction with customers: With contactless delivery, retailers have less opportunity for personal interaction with customers, which can be detrimental for building customer loyalty and sales.
3. Limited to certain products: Contactless delivery may not be suitable for certain products, such as perishable items or fragile goods
4. Limited coverage area: Contactless delivery may not be available in certain areas, which can limit the reach of retailers.
   

An overview of France's current logistics system

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The e-commerce industry is growing and with this growth comes a significant environmental impact.

France delivered 1.3 billion parcels in 2021, leading to 300,000 tonnes of packaging waste. Additionally, around 20% of packages were not delivered at the first attempt, resulting in extra costs and pollution. Furthermore, urban logistics account for up to 20% of the country's greenhouse gas emissions. Despite these numbers, consumers are eager for change, with 62% feeling that retailers' delivery practices need to be more environmentally friendly.

This blog post will guide how to transition your e-commerce brand to green logistics in France. Doing so, you can reduce the environmental impact of your brand, improve your reputation, and fit with the consumers values.

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Step 1: Assess your current logistics practices

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The first step in transitioning to sustainable logistics is to assess your current logistics practices. Understanding the impact of your current logistics practices on the environment is essential for identifying areas for improvement. This assessment should include an analysis of your carbon footprint, waste, and pollution.

To assess your carbon footprint, consider the following factors:

• The type of vehicles used for transportation
• The distance travelled by vehicles
• The number of shipments per day or week
• The weight and volume of the products shipped

To assess your waste and pollution, consider the following factors:

• The type of packaging materials used
• The number of packaging materials used per shipment
• The disposal of packaging materials

Once you clearly understand your current logistics practices and their impact on the environment, you can identify areas for improvement. For example, consider switching to electric cars if you use traditional fossil-fuel vehicles for transportation. If you are using single-use packaging materials, consider switching to sustainable materials.

It's essential to involve other stakeholders, such as employees, customers and suppliers, in the assessment process.

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💙 Bigblue Tips

Below are French rules and laws about green logistics to help you meet requirements and transition successfully:

• The Energy Transition for Green Growth Act: Supports green logistics, renewable energy and energy efficiency.
• The Environmental Protection and Energy Efficiency Tax: Encourages businesses to invest in green logistics and other environmental initiatives.
• The French Energy Transition Law which supports businesses in their transition to go green with a financial support program.

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Step 2: Research sustainable logistics options

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Now you know what to improve, research sustainable logistics options that are best suited for your e-commerce brand in France. There are many options available that can help reduce your environmental impact and appeal to environmentally conscious consumers. Some of the most popular sustainable logistics options include:

• Use electric vehicles for transportation that have zero emissions and can significantly reduce your carbon footprint.
• Use sustainable packaging materials made from natural, renewable resources and break down quickly in the environment, reducing waste and pollution.
• Work with eco-friendly carriers: Many shipping companies offer eco-friendly options (hybrid vehicles, eco-friendly packaging materials, renewable energy sources, etc.).
• Implement sustainable practices in the warehouse —for example, you can use energy-saving lighting, eco-friendly energy sources, and recycled materials.
• Build sustainable reverse logistics—for example, recycling or repurposing your returned or damaged products or encourage packaging upcycling.
• Use sustainable delivery methods such as electric vehicles or bicycles can reduce the environmental impact of the last part of shipping.

When exploring eco-friendly logistics solutions, account for your company's necessities and restrictions, as well as what is offered in France. Weigh the pros and cons of each option to select the one that is most suitable for your budget and resources.

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💙 Bigblue Tip

At Bigblue, we are committed to offering a green and efficient logistics experience for e-commerce businesses! To transition towards greener logistics, our warehouse in Tigery obtained the Ecocert certification. We also use recyclable packaging, work with green carriers and our technology helps prevent address errors. If you want to learn more about our sustainable logistics solutions, feel free to contact us!

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Step 3: Develop a sustainable logistics plan

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Once you have identified areas for improvement and researched sustainable logistics options, the next step is to develop a sustainable logistics plan. This plan should outline the steps and timelines for implementing sustainable logistics practices and the resources and budget required.

When developing a sustainable logistics plan, it's crucial to involve all relevant stakeholders, such as employees, customers, and suppliers. You'll ensure that everyone knows the program and understands their role in implementing it. Involving employees in the planning process can also help to build buy-in and increase their engagement in the implementation process.

Here are some tips for developing a sustainable logistics plan:

• Set clear and measurable goals for reducing your environmental impact
• Identify the specific sustainable logistics options that you will implement and the timeline for implementation
• Identify the resources and budget required for implementation
• Develop a communication plan for educating and engaging employees, customers, and suppliers about the plan
• Develop a monitoring and reporting plan to track progress and identify areas for improvement

Involving all relevant stakeholders in the planning process is critical to ensure the plan is realistic and achievable. For example, applying customers and suppliers in the planning process can help to identify any potential challenges or opportunities that might arise.

💙 Bigblue Tips

Here are some of the French carriers that offer eco-friendly options such as electric vehicles for transportation and eclogical packaging materials:

• GLS France
• La Poste
• Chronopost
• Mondial Relay
• Geodis
• Paack
  

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Step 4: Implement and monitor

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Once you have a plan for sustainable logistics, implement it to reduce your environmental impact. All stakeholders must be dedicated and understand the plan's aims and deadlines. Start by regularly analysing your carbon footprint, waste, and pollution and comparing them to your initial assessment. It's also important to review your sustainable logistics options to ensure they meet your goals and are still adapted to your business.

You can get support from specialised and recognised companies to calculate your carbon footprint and build greener operations:

• Ademe
• Sami
• Ecotree

Several brands like Patagonia have successfully implemented green logistics plans and are reaping the benefits.

By monitoring and tracking your progress, you can ensure that you meet your goals and identify areas for improvement.

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Step 5: Communicate and educate

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It's crucial for the success of your green transition to communicate about it with your employees, customers and suppliers.

Here are some examples of how sustainable brands have effectively communicated and educated their stakeholders about their sustainable logistics practices:

• Patagonia and Lush display their sustainable logistics practices on their website and provide regular updates on their progress through their annual report.
• The brand Unbottled has published on its Instagram account a tutorial to upcycle its 2023 Christmas boxes.

• For an extra 1€, SMOON’s customers can receive their period-proof underwear in Hipli’s reusable packaging.

• Parisian brand Rouje collaborated with influencer Ruby Pigeon in January 2023 to promote their first 100% upcycled collection from leftover seasons.

Switch to green logistics in France is a process that requires commitment, planning, and execution. Following the five steps outlined in this article, you can reduce the environmental impact of your e-commerce, improve your reputation, and appeal to environmentally conscious consumers.

In today's digital age, having an effective User-Generated Content strategy has become a valuable asset for e-commerce brands. UGC, such as product reviews, social media posts, and photos, can help build trust, increase engagement, and drive sales.

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In this article, we'll explore the top 5 e-commerce brand hacks for collecting User Generated Content to give you some ideas for your brand and help you grow your business.

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1. Unbottled leverage customer reviews

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Collecting user-generated content (UGC) is an essential strategy for any e-commerce brand, and cosmetics brand Unbottled has found an effective way to do so. One of the most effective ways to collect UGC is through customer reviews, and one of the most effective ways to get customer reviews is through email. Unbottled understands this, and that's why they use email as one of their main strategies to collect UGC.

Unbottled cleverly uses this strategy by sending follow-up emails to customers after their purchases, asking for a review and a comment about their experience. To encourage customers to leave a detailed review, the brand offers a 20% discount on their next purchase for those who leave a note and a comment about their last purchase. In addition to increasing its number of honest product reviews, the brand can increase its sales while building customer loyalty!

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2. Cabaïa protects animals

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The French brand Cabaïa has come up with a clever strategy to collect user-generated content (UGC) and support a good cause at the same time. They have created the "Marty Challenge" which encourages customers to share photos of themselves using Cabaia products with their pets. For every photo of a Cabaia item posted with the brand name and the hashtag #martychallenge, Cabaia donates 1€ to the SPA (the French animal protection association).

This tactic has proven to be remarkably successful for Cabaia. They have amassed almost 10,000 photos of their products, many of which feature customers' four-legged companions.

Not only does this tactic gather UGC, but it also provides Cabaia with highly engaging and adorable photos to post on the company's account. This approach not only helps Cabaia to establish a dedicated community, but also supports a noble cause, and engage with their audience in a fun and interactive way. It also showcases the brand's dedication to the well-being of animals and customers can identify with that, which in turn helps to increase trust and brand awareness.

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3. Balzac plays Paparazzi

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French brand Balzac is an expert in collecting user-generated content through its clever Instagram contests. One example of this is their recent contest that encouraged users to share pictures of pieces from the Balzac collection that they spot on the street. The brand offered a €150 prize in a draw to those who participated in the contest.

The conditions for the contest were straightforward and inclusive. To participate, users simply had to identify Balzac's side account (@vousenbalzac) in their post. The brand didn't require participants to show their face or even make a purchase from their shop, making it easy for anyone to participate. This inclusivity and ease of entry helped Balzac to collect a high volume of user-generated content, all while engaging with their audience and boosting their brand awareness.

Thanks to this approach, the brand has amassed over 2,500 publications and has gained almost 20,000 followers.

This kind of user engagement is crucial for any brand, as it helps to increase brand awareness and build a loyal following. It can also be used to showcase customer satisfaction, provide social proof and create trust among potential buyers. Overall Balzac's strategy has been a great way to connect and build a community with their audience and take advantage of this content.

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4. Gymshark’s 66 days challenge

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The sportswear brand founded by Ben Francis has always been a precursor to influence marketing and how turn clients into ambassadors.

Gymshark was one of the early adopters of influencer marketing on Instagram, before the concept even had a name in 2012. This was the beginning of what the brand calls its ‘Gymshark Athlete Community’. The brand's entry into TikTok followed its success on Instagram and other social media channels.

From 2016-2017, Gymshark shifted much of its focus to the platform, where they have gone on to build its reputation among younger generations. They have an incredibly well-executed TikTok marketing strategy. They consciously decided to partner with fitness and lifestyle influencers on TikTok.

UGC has been essential for scaling Gymshark, and TikTok represents it perfectly. They always involve customers in their posts and campaigns, and the 66 days challenge (#Gymshark66) is a good example.

Gymshark announced 2018 its yearly 66 Days to Change Your life challenge: customers had to select a personal goal and upload an initial photo/video. 66 days later, on the 8th of March, the user had to upload that initial content with an updated one, for a chance to win a year’s supply of Gymshark goods.

Their rulebook is simple:

1. Start #Gymshark66 Whenever You're Ready: seriously, whenever you're ready. January 1st? Well, it'd be rude not to. 3am on October 2nd? You might regret it in the morning, but go on then. Whenever you decide to start your journey, our family will be there to support you.

2. Decide On Three Rules: this is your challenge to change. Decide on three rules that you want to stick to during the 66 days. This could be as simple as: drinking more water, doing one workout a week, and for the night-owls amongst us, going to sleep before the clock strikes midnight.

3. Share Your Journey: this one isn't mandatory, but, during your 66-day challenge, we urge you to share your journey with the world. From workouts and progress pictures to paintings and new recipe creations - we want to see it all via the hashtag #Gymshark66.

In December 2022, the brand had over 4.2 million followers and 65.7 million likes.

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5. Jones Road writes to its customers

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Jones Road Beauty is a clean makeup brand launched in late October 2020, created by beauty industry titan Bobbi Brown. The 65-year-old makeup artist and business woman is very present on social media and has a strong fanbase with +700K followers on Instagram, +400K followers on TikTok and +160K followers on Twitter.

Since the founder of Jones Road is very well-known in the makeup industry, the company has relied on her reputation and fame to build a community and position the brand as a healthy and alternative solution to other existing makeup brands.

Besides Bobbi’s influence, Jones Road relies on influencers and UGC to commit customers to the brand and increase trust in the products. They have a “give first” policy at Jones Road and search for alignment with their values rather than exclusively targeting influencers with a big community.

To do so, the Jones Road newsletter gives access to yet-to-be-released products, that are limited editions.

This strategy is a double win for the brand: scarcity brings value to the product and makes the customers feel special!

Today, the company has an estimated annual revenue of $8M and around 50 employees, and works solely through the D2C channel (no retailers, nor distributors).

Building an effective User Generated Content strategy is an amazing way to build trust, increase engagement, and drive sales for your e-commerce brand. By leveraging customer reviews, hosting social media contests, using social proof, working with influencers, and using hashtags, you can effectively collect UGC and use it to your advantage.

Remember that also its important to have a clear UGC policy on place, and have a system in place to moderate and curate the content to ensure is compliant and appropriate for your audience.

Ecommerce returns can be a major challenge for retailers. In 2020, consumers returned products worth a staggering $428 billion, representing more than 10% of total retail sales. The National Retail Federation estimates that the returns costs to retailers is a staggering $101 billion.

Returns and reverse logistics are inescapable for ecommerce brands, and if not properly managed, they can be a major problem. Returns can aggressively attack profit margins, gut conversion rates, and ultimately threaten the success of a business.

However, if properly managed, returns can also be a blessing in disguise, helping retailers to improve their products, build customer loyalty, and drive sales.

In this article, we'll provide our tips and best practices for successfully managing ecommerce returns and turning them into a positive experience for both you and your customers.

1. E-commerce returns in 2024: An overview

As e-commerce continues to thrive, so too do the number and cost of returns. They can happen for a variety of reasons, such as receiving the wrong item, receiving a damaged product, or simply changing one's mind about a purchase.

In 2024, it's more important than ever for retailers to understand how to effectively manage product returns. One important factor to consider is that return rates can vary significantly depending on the type of products you sell.

1. Ecommerce return rates depending on your industry

Products in the fashion and apparel industry tend to have higher return rates due to the subjective nature of fit and style. On the other hand, products in the electronics and home goods industries tend to have lower return rates.

2. What are the reasons for returning items?

There are many reasons why people return items they have purchased online. According to a study by Narvar, the top reasons for returns among online shoppers are receiving the wrong item, receiving a damaged product, and the quality of the product. These three reasons alone account for nearly 84% of all online returns.

Other common reasons for returning items purchased online include receiving a product that is different from what was expected, receiving a product that does not fit properly, and encountering issues with the product upon use.

A study by the National Retail Federation found that 42% of online shoppers have returned an item because it did not meet their expectations, while 34% have returned an item because it did not fit as expected. These types of returns can often be avoided with better product descriptions and sizing information, as well as improved quality control processes.

3. Ecommerce returns and the holiday season

The holiday season is a busy and profitable time for many ecommerce businesses, but it is also a time when returns are more common. According to a study by Optoro, returns during the holiday season can be up to 30% higher than the rest of the year. This increase in returns can put a strain on a company's resources and bottom line, as well as potentially impact customer satisfaction.

There are several ways that businesses can use their online shopping returns policy during the holiday season to convert more customers. Here are a few strategies that can be effective:

1. Offer extended return periods: During the holiday season, many people are shopping for gifts that may not be opened until after the traditional return period has expired. By offering an extended return period, businesses can give customers the peace of mind that they can still return an item if it is not suitable.
2. Make the return process easy and convenient: Customers are more likely to make a purchase if they know that returning an item will be easy and hassle-free. Businesses can make the return process more convenient by offering free return shipping, providing clear instructions on how to return an item, and processing returns quickly.
3. Promote the return policy: Many people are hesitant to make a purchase online because they are worried about the possibility of needing to return an item. By prominently displaying the return policy on the website and in marketing materials, businesses can reassure customers that returns are easy and hassle-free.
4. Use the return policy as a selling point: The return policy can be a differentiator for businesses, particularly during the holiday season when there is increased competition. By highlighting the benefits of the return policy, such as an extended return period or free return shipping, businesses can attract more customers.

4. How returns affect customer loyalty

Returns can have a significant impact on customer loyalty. A study by Invesp found that 67% of customers are less likely to shop at a store again if they have a negative return experience. This is because the return process is often seen as a reflection of a company's customer service, and a frustrating or difficult return process can damage the customer's perception of the business.

On the other hand, a positive return experience can actually improve customer loyalty. A study by Narvar found that 49% of customers are more likely to shop at a store again if they have a positive return experience. This is because a smooth and hassle-free return process can increase customer satisfaction and build trust in the company. In fact, the same study found that 85% of customers say that a seamless return experience is important for maintaining their loyalty to a brand.

2. Effective strategies for managing ecommerce returns

Managing ecommerce returns efficiently is crucial for businesses to reduce the cost and burden of returns, as well as improve customer satisfaction. One way to do this is by using Bigblue’s automated return portal, which can streamline the process and reduce the workload for customer service teams by allowing clients to start a return request online.

Another effective strategy for managing ecommerce returns is to offer a variety of return options to customers. This can increase the likelihood that they will follow through with the return, as it makes the process more convenient for them. For example, businesses can offer the option to return items to a physical store or to use a prepaid return shipping label. A study by the National Retail Federation found that offering in-store returns can increase customer satisfaction and loyalty.

Analyzing data on returns can also help businesses improve their products and processes. By identifying patterns and trends in the data, businesses can take steps to address issues that may be causing returns and reduce future returns. In addition, having clear and fair return policies that are prominently displayed can increase customer trust in the company and encourage more purchases.

Some additional strategies you can implement to improve your returns experience are:

1. Post the item back to your warehouse

One strategy is to allow customers to post the item back to the warehouse. In addition, offering free return shipping can improve the customer's return experience and increase their satisfaction with the brand. A study by the National Retail Federation found that free return shipping is the most popular return policy among online shoppers, with 74% saying that they prefer this option.

2. Return items to store

Another strategy for handling ecommerce returns is to allow customers to return items to a physical store. This can be a convenient option for customers, as it allows them to easily return an item without having to worry about packaging and shipping.

3. Outsource reverse logistics

A third option is to outsource reverse logistics, which refers to the process of managing the return and disposal of products. This can be a cost-effective solution for businesses, as it allows them to focus on their core competencies while outsourcing the handling of returns to a third party.

By outsourcing reverse logistics, businesses can benefit from the expertise and resources of the third party, as well as potentially reduce the overall cost of returns. According to a study by Optoro, outsourcing reverse logistics can lead to cost savings of up to 75% compared to managing returns in-house.

3. Top software solutions for managing ecommerce returns

There are several software options available for businesses looking to efficiently manage ecommerce returns. These include integrations with the main CMS (Shopify, WooCommerce, Prestashop, among others.

• Bigblue: this platform allows customers to initiate a return request autonomously and online, streamlining the process for both the customer and the business. Bigblue also offers features such as real-time tracking, data analytics, store-credit and the ability to set up personalized return policies.
• Happy Returns: is a returns management platform that allows customers to initiate a return online and drop off their return at a physical location.
• Loop: a platform that allows businesses to set up a branded returns portal for their customers. This platform offers a variety of features, including the ability to initiate a return online, track the status of a return, and manage returns data. Loop also offers integrations with major carriers, making it easy for businesses to process returns.
  

4. Five best practices for managing e-commerce returns

1. Provide accurate item information on product pages

By providing clear and accurate information about an article directly on the product page, businesses can reduce the likelihood of returns due to misunderstandings or expectations not being met. This can include information about:

• the product weight and dimensions,
• Materials used,
• size guides,
• and the return policy.
  

In fact, a study by the National Retail Federation found that the most common reason for returns is "items not as expected," with 46% of returns falling into this category. By providing detailed and accurate product information, businesses can help to reduce the number of returns due to this reason.

2. Reduce damaged parcels with secure packing and shipping

This can help to reduce the risk of damage during transit, which can be a common reason for returns. To ensure that items are properly protected, businesses can use protective materials such as bubble wrap for delicate packages and add Fragile labels to parcels with easily breakable items inside. A study by Shorr Packaging found that approximately 25% of returns are due to damage during shipping, making secure packing and shipping an important factor in reducing returns.

3. Make your returns process sustainable

This can include using eco-friendly packaging materials and implementing a program to recycle or reuse returned items whenever possible. This can help businesses to reduce their environmental impact and fit with your customers' values. According to a study by Accenture, 63% of consumers say they are more likely to purchase from a company that is environmentally responsible.

A fourth best practice for managing ecommerce returns is to make the returns process sustainable. This can include using eco-friendly packaging materials and implementing a program to recycle or reuse returned items whenever possible. By taking steps to reduce the environmental impact of returns, businesses can appeal to customers who value sustainability and help to build customer loyalty. A study by Accenture found that 63% of consumers are more likely to purchase from a company that is environmentally responsible.

Bigblue uses 100% plastic-free packaging and works with partners like Hipli to offer reusable packaging options for our merchants. By implementing sustainable practices like these, businesses can not only reduce their environmental impact, but also differentiate themselves in the market and improve customer satisfaction.

4. Keep customers informed about the status of their return

By providing updates and tracking information, businesses can help to reduce customer frustration and improve the overall return experience. This can include sending emails or notifications to customers to let them know when their return has been received and processed. By keeping customers informed and providing transparency, businesses can build trust and improve the customer's return experience.

5. Protect your business against ecommerce return fraud

Return fraud occurs when a customer fraudulently claims to have returned an item in order to receive a refund or store credit. This can be a significant problem for businesses, as it can lead to financial losses and damage to the company's reputation. To protect against return fraud, businesses can implement measures such as verifying the authenticity of returned items, requiring proof of purchase for returns, and setting limits on the number of returns allowed per customer.