Crafting a seamless digital-to-physical strategy_Narvar

This document discusses crafting a seamless digital-to-physical strategy, with a focus on returns experiences. It notes that a poor returns experience can significantly impact customer loyalty and future purchases. The document presents data showing dissatisfaction rates for returns have increased in recent years. It also notes that some customers of Schutz, a footwear brand, opt to return items using Narvar's concierge locations instead of traditional mail-in returns. The document concludes by emphasizing that investing in seamless digital-to-physical customer touchpoints, like returns, can create more loyal repeat customers and help optimize physical retail networks.