Online Retail Today
Digital Stores Survey, Online Shoppers and account creation

New Survey: Shoppers’ Expectations for Digital Stores

Even as the evolution of digital stores has brought in-store and online shopping experiences closer together, merchants have been slow to adapt. Despite shoppers’ overwhelming preference for retail brand interactions that seamlessly cross touchpoints, most stores offer only superficial connections to digital resources, according to a new study by Kibo, WBR Digital, and Future Stores. But merchants can still catch up by focusing on a handful of techniques that put the emphasis on flexible options and ubiquitous transparency.

By now merchants are well aware of consumers’ desire for consistent, unified shopping experiences. Some 72 percent of U.S. smartphone owners have used their devices to shop while in-stores, and more than a third have used “buy online, pick up in store.”  

Furthermore, shoppers’ expectations are so high that merchants will tap the flow of online information in-stores to improve customer service. When asked what they expect store associates equipped with mobile devices to be able to do,

  • 60 percent expect them to be able to look up product information
  • 59 percent expect them to be able to look up inventory on-site if the shelf is empty, and 55 percent expect them to be able to check inventory at other nearby outlets
  • 47 percent expect them to be able to access product information such as warranties
  • 45 percent expect them to be able to reserve items at another store
  • 37 percent expect them to be able to conduct a checkout

The good news is that merchants are starting to move in the right direction to meet these expectations. More than half of participants in Kibo’s “In-Store Testing and Defining the Future of Omnichannel” survey currently offer “buy online, pick up in-store” services, with another 42 percent saying they plan to invest in the strategy in the next year. And fully 77 percent of participating merchants reported using mobile devices to enhance store shopping experiences.

But a deeper dive into the results suggests that actual usage of those mobile devices has a long way to go. When asked what digital information is available in-store, two-thirds of merchants said they can pull up customer records — but just 56 percent can access basic information such as what promotions are on offer on their own eCommerce websites.

Furthermore, just 48 percent of merchants said they can access product information and potential cross-sell opportunities. Given that the majority of merchants report their marketing efforts are only somewhat targeted and personalized, if at all, it’s clear that store associates are hamstrung when it comes to delivering a digitally-informed, consultative sales experience that can meet expectations, boost order values, and earn loyalty.

For many merchants, the first step toward rectifying the situation is investment in technology. When asked what stopped their store associates from offering “save the sale” opportunities, for example, 54 percent of merchants said their current technology won’t support it.

The message is clear: while it’s daunting to consider overhauling such basic systems as order management, point of sale and the eCommerce platform to fully integrate digital assets and data, merchants must begin such undertakings sooner rather than later if they’re to remain competitive. To prove the potential worth of such investments, merchants should:

  • Maximize visibility of all inventory options everywhere. Merchants who’ve invested in inventory transparency should make the most of it, not just through the fulfillment options they offer from the online product page, but throughout the shopping experience. On-site search results should offer an option to filter by in-store availability; geo-targeted email offers should display items available in stores nearby; and in stores, the option to order “long-tail” SKUs should be highlighted. Kibo merchant Party City uses copious store signage to tout the availability of customized products, more colors, and bulk quantity orders online.
  • Empower store associates with training, incentives, and discounts. Fully 77 percent of merchants in the Kibo study recognized store associates as their more valuable in-store asset. To demonstrate this belief, merchants should invest in thorough digital training for store associates, including periodic updates on new online offerings, as well as incentives that credit associates for sales they earn regardless of fulfillment method. Finally, merchants should empower associates to “save the sale” with free shipping offers with the potential to offset shoppers’ disappointment if the product they seek isn’t immediately available.

To learn more about how to bridge the gap between eCommerce and in-store expectations, we invite you to download the In-Store Meets Online Study.

pop-up stores

A Guide to Starting Your First Pop-Up Store

Pop-up stores are a decades-old concept. Previously confined to the role of a seasonal store, today’s new breed of pop-up retail opens a new channel for brand manufacturers and retailers to get creative, innovate, and define their customer relationships.

Just as the food truck craze has changed the way people experience new foods, pop-up stores — whether standalone, store-within-a-store or motorized (think fashion stores on wheels) — provide merchants an opportunity to impress consumers with a unique shopping experience differentiated from online or traditional retail environments. Pop-up stores can be a low risk, low cost entry into a market, or serve as a cost efficient testing ground or go to market strategy for new products.

In addition to fostering unique shopping experiences, pop-up stores can also be very profitable (worth an estimated $50 billion annually in the USA), making them an important part of a savvy retailer’s overall strategy. According to Storefront, pop-up stores can be 80 percent less expensive than opening a traditional storefront location.

Launching Your First Pop-Up Store:
There is no one-size-fits-all design when it comes to pop-ups because the key factor for success is the individual way you let your brand speak to consumers through your creativity. Your pop-up model will be driven by your brand, and a copycat model will be quickly noticed by consumers. While each pop-up model model is unique, when strategizing your first pop-up retail initiative, Kibo recommends you consider the suggestions in these four stages:

Stage 1: Planning
When planning your pop-up campaign, consider your customer base, your relationship with them, and the main goals of launching the store. If your aim is to promote a new product launch, nurture customer relationships, or simply sell product at an event, the pop-up model you choose must resonate with your customers and create an environment that encapsulates your core brand values.

Stage 2: Choose Your Location Wisely
Just as merchants are intimately knowledgeable of their customer demographic and how to best find them on the web, so too should your pop-up be placed where your prospective customers will likely visit. If you’re selling clothing to Millennials, you’re likely going to locate on or near the high street, and if you sell automotive or motorsports products, you will want to set up at a racetrack or car show.

Stage 3: Get the Word Out
Marketing your pop-up can be as innovative as the space itself. Social media can be a powerful driver for your temporary store, and the word of mouth environment adds to the urgency and exclusivity. If you can engage with influencers to promote the event or pop-up, this can help generate buzz. Additionally, cross promoting with other non-competing brands can be a clever strategy to facilitate communication about your temporary space.

Stage 4: Deliver on the Promise
Pop-up stores are like an open house for a brand. You should be welcoming customers with open arms in an effort to cultivate powerful brand loyalty. To create a successful pop-up experience, keep a focus on creating a connection with your customers. After all, they have made the decision to visit your store because they expect something unique – don’t disappoint them. Today’s shoppers are savvy to tired marketing efforts and want to feel a part of something special. Remember that expectations are high, so you must deliver on the promise, or risk losing your customers.

Some Questions to Ask When Starting Your First Pop-Up

  • What time of the year is best suited for my pop-up? Do I offer seasonal products that might benefit from a pop-up experience?
  • How long should my pop-up store last? Some stores are open for three days, others for three weeks or three months.
  • What are my potential location options?
  • What is my optimal store design layout?
  • What merchandise and products should be featured in the pop-up? Exclusive offerings? New product launches?
  • What technology will I need to operate my pop-up store? Do I need a checkout or will a mobile, tablet-based POS allow for a better experience? Does my technology offer endless aisle functionality, helping me maximize inventory space in the pop-up?
  • How do pop-up stores fit into my overall omnichannel strategy?
  • Pre-promotions: Can I leverage celebrities or other influencers on social media to drive traffic to the pop-up store? Do I have a marketing campaign in place to provide the initial traction needed?
  • During event promotion: Am I encouraging customers to share the experience by providing social media campaigns/competitions and hashtags?

Once at the pop-up, it’s up to you to welcome your customer into your space and capitalize on the opportunity to impress and build loyalty. With the right technology in place, such as a Cloud-based mobile POS complete with endless aisle capabilities, merchants can maximize every square foot and provide a full product selection to shoppers, creating a memorable shopping experience.

Pop-up stores are a unique channel to improve your reach and differentiate your brand from the competition. With the right use of creativity and leveraging the latest technologies, pop-up stores can set your brand apart.

Why Aren’t Stores Better at Saving the Sale?

As consumers become increasingly more demanding in their desire for an efficient and unified shopping experience, the role of the retail store is shifting. Brick and mortar fulfillment solutions, such as ship-from-store and in-store pick-up, are gaining in popularity and retailers are working diligently to incorporate these offerings into their omnichannel strategies.

And it makes sense – In-store pickup is a win-win fulfillment option for all involved. In-store pickup helps shoppers get their products quickly and on their schedule, while eliminating shipping expenses and driving in-store sales for retailers.

But just because in-store pickup is a smart strategy doesn’t mean it is easy to implement. If you look at the retail landscape today, who is doing in-store pickup, and more importantly, who is doing it well? To find out, Kibo paired up with Multichannel Merchant and the e-tailing group to develop a buy online, pickup in store (BOPIS) mystery shopping study that would shed light on the consumer experience. Of the 30 leading retailers we mystery shopped, we discovered many interesting insights, but perhaps the most eye opening was this:

We found that 90 percent of store associates had access to store inventory, and that 87 percent of them could place orders through a register (81 percent), mobile POS (19 percent) or tablet (7 percent).

But when we requested the item in a different color or size that was not in stock in the store, only 7 percent attempted to save the sale.

So nearly every retail store gave its associates access to inventory and the ability to place an order for the customer, but only two of the 30 retailers attempted to save the sale. Where is the disconnect? Traditionally, the divide falls into two categories:

No. 1: Cumbersome technology: How easy is your store technology to use? Are you asking employees to place orders and look up inventorythrough your warehouse management system, inventory management system or legacy point of sale software? To encourage store associate engagement,empower them with an intuitive retail associate platform that easily shows inventory availability and customer history in one simple screen.

To today’s digitally savvy store associates, cumbersome and clunky interfaces, with ugly screens and disjointed tools are obstructions to accomplishing a task. Give them the tools found in a modern point of sale solution to make it easy to place an order. One simple screen, with large images, customer history, related product suggestions and access to the same promotions and discounts offered on the website will help your store associates save the sale.

And don’t underestimate the power mobile technology can bring to the table. By giving store associates the intuitive tools right at their fingertips, you can make it easy for them to help an employee from anywhere in the store, on a device they are familiar with.

No. 2: Organizational misalignment: While omnichannel fulfillment may be a top priority at HQ, it doesn’t always trickle down to the individual store associate. Empowering store associates to embrace your omnichannel initiatives, such as in-store pickup, requires not only the right technology, but a devotion of resources and training to obtain your desired shopping experience.

When looking to implement in-store pickup, or tweak an existing strategy, ask yourself: What programs do I have in place to train employees? Is the retail associate platform easy to train on? Do I offer incentives or rewards to employees who save the sale? How often do I work with my associates to make sure they understand our omnichannel objectives every time a customer walks in the store?

No one will pretend that empowering store associates to embrace your omnichannel strategies is easy. But instead of introducing roadblocks with outdated, clunky technology, you can make it easier for store associates by giving them an intuitive, easy to use mobile point of sale system.

Download the full Buy Online, Pickup in Store Mystery Shopping Study here, complete with in-store pickup must-have requirements and areas for improvement, and begin planning and optimizing your in-store pickup strategy.

The Challenges with Frankenstein Retail Technology

“Customers have long stopped thinking about channels. They don’t differentiate experience by online, mobile, social, or store — they have a holistic view of the brand and demand a consistent and seamless experience whenever, wherever, and with whomever they interact.”1

As indicated above, today’s savvy consumer is very demanding. Not only do they require a seamless shopping experience, they also don’t care that the process for the retailer and branded manufacturer to deliver that experience can be a very expensive and time-consuming undertaking.

As brands and retailers seek to accomplish omnichannel initiatives in their retail technology, on the surface it can seem easiest to repurpose current software and systems and bring on board the various missing front and back-end technology to try and build an omnichannel solution.

But over time, this manner of building out your technology set will have executives facing a Frankenstein situation: The bolted together machine has a semblance of true omnichannel, but it doesn’t actually function properly, work smoothly, and can’t be trusted. This frightful mess bogs down your business and prohibits you from merging the online and offline worlds.

The Challenges with Bolted Together Retail Technology

Many different parts make up omnichannel architecture, and at the center of that technology hub is your order management system, tasked with taking care of functionality like order routing, fulfillment workflow, and enterprise inventory available to promise. The other key players in the technology set might include a front-end eCommerce website, point of sale system, logistics, back office, customer care, warehouse, or PIM (to name a few), and these all need to communicate with the order management system.

Typically, this communication happens via APIs. But who maintains these APIs, and how do you make sure they will always work? As a retailer or brand, you rely on those API integrations to provide omnichannel functionality to your customer. But these Frankensteined commerce solutions weren’t built for the omnichannel expectations of today’s consumer.

That means that these multiple integrations require constant maintenance, and that if not attended to, become brittle, and ultimately fail. Additionally, some integrations never play well together and merchants are forced to use a complicated work around, expensive customization or an additional solution. These finicky integrations are error prone and do not provide the level of service expected.

When systems can’t talk to each other (due to brittle integrations or no integrations at all), the result is usually incomplete or duplicated data. For example: inventory is sent to the order management system, but can’t transfer through to the eCommerce site for accurate available to promise inventory visibility. To solve this challenge, retailers participate in the timely process of entering the same data into multiple locations, with the accompanying human entry error problem. Without a unified system that allows data to go between all areas, you will never have a single version of the truth.

To make matters worse, to upgrade any piece of a Frankensteined legacy system can be cumbersome, expensive, time consuming, and ultimately cause more problems. If a retailer or brand’s on-premise technology is customized, it frequently limits their ability to upgrade quickly and easily, even if they wanted to. These fears and inconveniences cause many retailers to avoid upgrades for as long as possible.

And let’s not ignore the customer experience side of this challenge. Customers not only want seamless online-to-offline experiences, but they want similar mobile-to-tablet-to-desktop experiences and disparate technology can prohibit the merging of various online platforms.

For instance, a customer could be shopping on their tablet before bed and add a few things to their cart. Walking into work the next morning, they may want to edit their shopping cart using their mobile device. And then they might complete their purchase on a desktop at lunch. Each and every view needs to be optimized and consistent. Customers recognize when one channel provides a worse experience than another and Frankensteined systems do not provide a consistent view across platforms.

How to Defeat Frankenstein

Remember, systems that can’t communicate with each other, or can’t communicate well, force fragmented and misaligned consumer expectations due to inconsistent customer experiences across platforms, limited customer options, brittle integrations, and incomplete data.

The solution to disparate retail technology is a unified end-to-end omnichannel commerce solution. By investing in a technology platform that is integrated seamlessly from back-end to front-end, you gain a single version of the truth and a powerful ally that allows you to achieve your omnichannel initiatives and delight your customers. Don’t let Frankenstein technology prohibit your omnichannel goals.

1. It’s Time For Retail Stores To Open Their Doors To The Digital Org, Forrester Research, Inc., October 29, 2015

RIS 5 critical technologies

Critical 5 Technologies Reshaping the Shopping Experience

Retail technology continues to evolve at an astonishing pace. With innovation after innovation appearing on the market at mind-numbing speed, retailers and brand manufacturers are faced with the difficult decision of deciding which technologies will have the greatest impact across the enterprise – and on the bottom line – in the year ahead.

What are the top five technologies slated to make the most significant impact over the next year? According to RIS News, the five technologies to watch are:

Technology No. 1: Leveraging Social Media

Thanks to enhancements in social media platforms such as “buy” buttons and analytics tools, merchants are now able to monetize their social media content.

Technology No. 2: The Real-Time Store

As in-store and online shopping experiences converge, a blended, seamless shopping experience is emerging.

Technology No. 3: A Personalized Shopping Experience

Retailers and brand manufacturers are combining customer rewards and loyalty programs while introducing in-store mobile apps for a tailored experience.

Technology No. 4: Smarter Fulfillment (A Kibo favorite!)

Having both a strong physical location and online presence provides a competitive advantage, especially as shoppers continue to expect fast and varied delivery options.

Technology No. 5: Science-Based Merchandise Planning

With customer engagement emerging as a key strategic challenge, retailers must rethink their merchandise planning systems and processes.


Dive into each of these technologies in more depth in this special report, as well glean tips and tricks from leading retailers who are using these technologies well.  Read the RIS News special report in its entirety here: Critical 5 Technologies Reshaping Retail.

Kibo Summit 2016

10 Reasons You Can’t Miss the Kibo 2016 Summit


If you are looking for more information on Kibo Summit 2018, please follow this link.


The Kibo 2016 Summit is rapidly approaching! A must-attend event for all Kibo customers, our annual Summit on March 22-24, 2016 features three full days of networking, education, insight and inspiration.

For those customers who have yet to experience our annual Summit, below is a short list of the exciting events in store for our VIP attendees. In no particular order, here are the top 10 reasons you can’t miss the Kibo 2016 Summit:

  1. Gain a greater understanding of the newly formed company, Kibo, and what opportunities this strategic merger can offer your business.
  2. Be the first to learn about Kibo’s corporate vision for a unified suite of omnichannel products. Learn how Kibo will be investing in our product line and your growth with an aggressive development plan.
  3. Relax in style! Set on a cliff on the coast of California, the Ritz-Carlton in Half Moon Bay is the most beautiful venue we have ever seen. You won’t be disappointed by the sweeping ocean views!
  4. Join us for the exclusive after session parties, including the welcome reception on the 18th green, the swanky customer appreciation dinner and the event closing farewell reception.
  5. Participate in the training day sessions and take a deep dive into the advanced functionality of the Kibo software, or sign up for a personalized training meeting with a Kibo team member.
  6. Attend inspiring keynotes from Kibo CEO, Kenneth Frank, and Doug Stephens from Retail Prophet.
  7. Celebrate fellow Kibo customers during the annual merchant awards ceremony (or who knows … maybe you will win one of the awards yourself!).
  8. Take advantage of social networking of the in-person kind, including numerous peer networking opportunities and a special roundtable session with industry-leading retailers.
  9. Choose between three concurrent tracks full of actionable sessions designed to educate and enlighten. View the full agenda here.
  10. Meet with the deeply integrated partners in the Kibo ecosystem to learn how you can rapidly expand your capabilities.

Want to learn more about the exciting Kibo 2016 Summit? Visit the Summit webpage and register today! We look forward to seeing you in March.

Shopatron and MarketLive Merge and Become Kibo

Shopatron and MarketLive Merge and Become Kibo

In December, distributed order management developer, Shopatron, and eCommerce software and services provider, MarketLive, were acquired and merged by Vista Equity Partners. Yesterday, Vista Equity Partners announced the acquisition of Fiverun, a leading innovator in the mobile point of sale (mPOS) arena.

Together, MarketLive, Shopatron and Fiverun create a new unified omnichannel commerce company called Kibo.

Kibo is the only company to offer a Cloud-based, end-to-end commerce solution for retailers and branded manufacturers, allowing them to unify the consumer experience and meet shopper demands anywhere, any time and on any device.

Kibo provides everything retailers need to run an omnichannel commerce business: from in-store offerings like point-of-sale, dynamic payment processing and store optimization; to online applications like web-based merchandising, website content management and design; to distributed order management for omnichannel fulfillment. Kibo will also provide integrated search functions and back-end support for warehouse management, shipping, reporting, analytics and customer loyalty programs.

The newly formed company will be lead by Kenneth Frank, who recently served as COO of the Vista portfolio company Aptean software. Kenneth brings more than 20 years of global experience in the software industry, with a particular focus on operations, product development and strategic growth.

If you have any questions about the Kibo omnichannel commerce platform, please visit, call 877-350-3866 or contact your account manager.

How to Engage Store Associates In Your Omnichannel Strategies

How to Engage Store Associates In Your Omnichannel Strategies

Brick and mortar omnichannel fulfillment solutions, such as ship-from-store and in-store pick-up, look great on paper, but implementation and long-term engagement from your store associates is never as easy as it sounds. Most retailers struggle with this common challenge: How can I better engage my store associates in my omnichannel strategies?

You’ve worked hard to implement a seamless shopping experience on your website, but the experience does not always filter through to the store level after the order is submitted. In fact, a recent RIS News study found that only 21 percent of retail executives had up-to-date technology in place to handle the entire omnichannel process seamlessly.

Unfortunately, the consequence of not closing the loop with your store associates is high. If a consumer wastes a trip driving to a store to pick up a product that was not held for them, or if a store is expected to ship a product and they don’t, you cause damage to your reputation and risk losing customers for good. How do you ensure that there is no disconnect at the store level?

Kibo has found that ultimately, for store associates to take the steps necessary to fulfill omnichannel strategies such as ship-from-store and in-store pickup, they need an in-store application that is easy to use and saves them time. When you are enabling stores for fulfillment, we recommend a retail associate platform that is:

Intuitive and easy to use: Store associates don’t want to mess around with clunky, enterprise legacy systems. They want an interface that is easy to understand – so easy that it doesn’t require an instruction manual. By giving your employees technology that makes it easier to do their jobs, such as pick items and print labels, you are more likely to get those products out the door.

Requires zero training: Retail turnover is high and you can’t spend all your time training and re-training new employees. An effective retail associate platform needs to require zero training to use.

Configurable: Configurable order fulfillment steps allow for operational processes that are unique to your business. By setting up the interface in a way that works best for your stores, including pick waves, drop down menus, in-store returns, return labels and even shipping carriers, you gain a powerful interface that helps everyone be more productive.

Mobile: Store associates are more likely to be able to pick and pack or help a customer save a sale on the shop floor with a platform that can be run on any device, including tablets and smart phones.

A customer’s shopping experience doesn’t end once they submit their order. When considering omnichannel fulfillment platforms, be sure to find one that offers a robust program designed to help your employees fulfill orders. For example, Kibo’s Retail Associate Platform offers:

  • Intuitive design that saves time in training and during shifts
  • Easy handling of returns, which are searchable by name, email address, order number, by part number, UPC or SKU
  • Easy carrier integration that reduces errors and simplifies shipping and returns
  • Configurability that allows you to brand your interface with your store’s specific needs
  • Responsive design that allows the platform to be accessed from any computer, tablet or smartphone
  • Inventory search that enables the store associate to locate inventory that is currently out of stock in-store, and direct the customer to a nearby location that has the product in stock

Omnichannel success can rely heavily on store associates and their commitment to supporting and executing omnichannel programs. Gain a seamless customer experience, save time and improve efficiencies with a retail associate platform that engages your employees and makes them an important piece of the omnichannel journey.

What other tools do you use to engage your store associates in your omnichannel strategies?

Anywhere Returns: The Overlooked Pillar of Omnichannel Retailing

Anywhere Returns: The Most Overlooked Pillar of Omnichannel Retail

Christmas Day falls on a Friday this year, positioning the weekend after Christmas to be a huge revenue opportunity for branded manufacturers and retailers. But in addition to the shoppers hoping for great after-Christmas deals are the consumers looking to return a gift. In fact, as many as 23 percent of all returns for the year happen right after Christmas, according to the National Retail Federation (NRF).

Today’s consumers consider returns an inevitable aspect of shopping. And just as shoppers now expect flexible fulfillment options, they also demand the same experience and options when returning a product. Unfortunately, retailers are still struggling to adapt to these newly evolved return expectations.

When considering omnichannel retail strategies, brands and retailers sometimes overlook the last and final step in the consumer shopping experience: Returns. Often, a retailer or branded manufacturer offers a seamless online and in-store shopping experience, but doesn’t offer the same flexibility after the sale.

If you aren’t establishing anywhere returns as a pillar in your omnichannel strategy, can you allow consumers the flexibility to:

  • Buy online and return in-store?
  • Buy in-store, but return to a different store?
  • Return an item to a store, even if it was shipped from a third-party vendor?
  • Buy in-store, but return via a shipping carrier (UPS, FedEx, etc.)?
  • Receive the full amount paid for the item, even without the receipt?
  • Return only one part of a multi-item online order?

Making Anywhere Returns Easy with an OMS

Rather than treat returns as an unavoidable requirement, retailers should consider them just one more touch point in the customer omnichannel journey. One way to solidify brand loyalty and ensure excellent customer satisfaction is to offer anywhere returns as an important element in your omnichannel strategy.

To do this effectively, retailers need to create an omnichannel infrastructure that provides all customer touch points integrated into a single system. An enterprise-level order management system (OMS) connects all of your data together and allows for real-time, accurate data about the item, its actual purchase price and its full history. An OMS can allow you to accept returns at any location, offer partial or full returns and get the item back into inventory as soon as possible.

With an enterprise-level OMS that displays all your orders in one common location, regardless of where they were placed, you can reap the benefits of anywhere returns:

  • Allow customers to return a product the way they choose: At any store or shipped back to a warehouse
  • Empower store associates with the ability to easily look up an order, then process returns from any retail location
  • Gain business intelligence into return trends by capturing the customer’s return disposition (Return reasons can include: Changed my mind, wrong size, didn’t work, wasn’t what the website described, etc.)
  • Take a partial or percentage of a return if the item looks washed, worn or maimed
  • Return only one of the items from an online, multi-item order
  • Identify and flag serial returners in the system for analysis and action
  • Return items back into your inventory as quickly as possible, and know which warehouses or specific stores now carry that product
  • Take advantage of the opportunity for additional sales while the customer is in the store. A customer that returns an item in the store is more likely to exchange that item for another or get store credit rather than a refund.
  • Deliver superior customer service and further endear the consumer to your brand

With return policies affecting purchasing decisions, especially during this season of gift giving, you can’t afford to ignore this final step in the omnichannel journey. Through an order management system that allows you to offer anywhere returns, you can increase online conversions, customer confidence and brand loyalty.

What do you think? When shopping, do you give preferential treatment to brands with good return policies? As a retailer, do you have the capability to offer anywhere returns?