Ask a retailer what keeps them up at night when they think of the month of January, and there's a good chance the answer will be "returns." Since Thanksgiving and Black Friday, merchandise has been flowing out of the stores full tilt, into the hands of eager gift-givers and (at least theoretically) happy and grateful recipients. As we enter the post-holiday season, it's not time to take the foot off the pedal. Retailers must be prepared for those gifts that didn't make the cut.
I recently spoke with Retail TouchPoints about post-holiday customer service strategies and how to prepare for those gifts that didn't make the cut. Here are a few highlights from our discussion: