Clear Returns build up to Customer Returns Summit 2015

Clear Returns CEO, Vicky Brock, discusses her attendance at the 2015 Customer Returns Summit in London on the 21st-23rd September.

Building on the success of 2014, The Customer Returns Summit is back for 2015 and is bringing together the most senior reverse logistics experts from leading retailers that include Debenhams, Shop Direct, Tesco, Panasonic, Argos, Sony and more. Clear Returns is pleased to be a sponsor at the event in 2015.

Clear Returns, CEO, Vicky Brock on why this is a significant event in the retail calendar:

“I think it’s incredibly important that there’s a retail industry event focused on what I believe is the biggest challenge for retail right now, particularly distance selling retail like e-commerce and TV shopping.

Returns globally is a £425 billion problem, £221 billion of which have been identified as preventable, which means if the retailers do something about it, if marketing is tackled, if customer processes/delivery is tackled, there is £221 billion worth of additional retained revenue on the table for retail profits.

Clear Returns are the industry leader in returns intelligence. It’s an absolute no-brainer for us to be there. Our absolute specialism and remit is that we help retailers identify, tackle and ultimately, prevent returns, and we do that by looking at the products, the customers, the marketing and the service processes that are driving up return rates, and more importantly, the interplay of those things.

Clear Returns are delighted to be attending the Customer Returns Summit once again and are looking forward to discussing many key aspects of developing customer experience and retail profitability in a multichannel retail context.  We look forward to meeting others in the retail and supply chain who have reducing returns to a manageable level on their corporate agenda.”

Returns kill retail profits. Clear Returns offers a pro-active solution. So, why not get in touch?

Contact Us HERE

OR

Email: info@clearreturns.com
Phone: 01415544175

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Clear Returns at IBM Big Data & Analytics event

Clear Returns are delighted to announce that our head data scientist, Regina Berengolts, will be speaking at the IBM Big Data & Analytics event which takes place at the IBM Innovation Centre in Winchester on the 23rd-24th September.

This event will focus on gaining a competitive advantage in your sector using big data and analytics techniques. Regina will be talking about her previous experience and the direction she believes big data is heading in the coming months and years.

For more information on this unmissable event, please contact KMennie@uk.ibm.com

Posted by / August 18, 2015 / Posted in News

Clear Returns featured on Consultancy.uk

Clear Returns are delighted to be featured on Consultancy.uk, the online platform for the consultancy industry.

This piece is dedicated to our work with IBM to improve the retail analytics landscape for numerous retailers around the globe. Since victory at the IBM SmartCamp in Dublin, Clear Returns have gone from strength to strength in helping some of the biggest names in retail save thousands on their return rates.

“The effects of returns can be relatively negative on the business from which the clothes were sourced. According to Clear Returns, in some retail branches 80% of customers that undergo a return experience, do not shop at that retailer again, while 1% of serial returners come to drive 10% of total return costs. The most interesting aspect of the research is that it is a relatively small number of products (7%) that account for a large part (50%) of total returns…”

The full article is available below:-

Clear Returns & IBM partner to improve retail analytics

Changing the retail mindset around reducing returns

Over the last three years, Clear Returns has been leading the way in retail returns analytics and using these findings to help retailers solve their ever increasing returns problems. Vicky Brock of Clear Returns explains how the company are trying to change the internal mindset of retailers when it comes to tackling returns.

How Clear Returns are starting to change the thinking about returns within retail teams

One of the really big challenges retailers face when tackling returns is getting internal buy-in from colleagues. The owner of the returns problem and the owner of the means to solve it are rarely in the same department, yet alone the same person.

As we have grown Clear Returns, continually innovating our technology, the most important step of all has been to help retailers make a shift their thinking around the scale of the commercial impact of tackling returns.

Working alongside our clients, one of the biggest shifts we have made is to stop talking about cutting returns and to start talking about helping the retailer, helping the shopper keep more of what they buy. Because, when you talk about cutting returns, or reducing return rates, it’s a really operational problem and it’s quite negative to the rest of the business. It has connotations of being stingy. The assumption is that a customer will only be happy with the most generous returns policy possible. And so you have a challenge as a retailer, how do I manage returns costs and processes, keep delivering excellent service to my shoppers, but still maintain profitability.

This is a flawed assumption. The idea that all of your shoppers are happy to have a return, and just giving them their money back is all it takes, is simply not backed up by the data. Just because you give them a generous returns policy and you make it free does not mean your shopper is happy. In a good 80% of your shoppers almost certainly wanted what they bought. It’s a minority, and I admit I’m one of them, who shop with the intention of returning. That group make their purchase decision at home and they’re not sensitive to returns. But the rest of the shopper base are different, including the group that actually hate to return. They will not shop with you again, regardless of a generous returns policy. They are angry at the fact that you, as a retailer, didn’t deliver on the promise.

There is a really important message for commercial, finance and operations teams to convey to their collegues – expecially to buyers, to trading teams, to marketers, which is “We’re here to help you ensure your customer keeps more of what they buy and keeps buying, because a return has an impact on future lifetime value, future spend, future basket size and trust.”

The operational cost of returns is important, the two-way cost of getting something there and back, the lost packaging, the handling, the cleaning, the lost margin because it’s now been discounted. All of that absolutely matters and is why we work to reduce and pre-empt returns. But overall to the retailer, the biggest commercial impact of a return is the customers you lose because they never buy again. So, our challenge all the way through and the thing that we probably advocate most strongly is this: it’s not a sale until the customer keeps it, and here’s how by tackling returns you can you help your customer keep more and keep buying.

Clear Returns are the solution. So, why not get in touch?

Contact Us HERE

OR

Email: info@clearreturns.com
Phone: 01415544175

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Stephen Budd of Clear Returns.

Video | Clear Returns on using retail returns data to boost profit

Stephen Budd and Vicky Brock of Clear Returns talk with IBM on retail analytics, big data and how insights into returns data leads to big uplift in retail profits.

IBM is a multinational and consulting corporation from the United States of America, with headquarters in locations such as New York. IBM manufactures and markets computer hardware and software, and offers services in hosting and consultancy.

The video can be found below from our official Clear Returns Youtube channel: