Consumer Returns Management 2019

October 21 - 23, 2019

Hyatt Regency Austin, TX

Julie Bray, Senior Manager, RTV & Returns Planning, Operations Planning and Optimization at QVC
QVC Logo

Julie Bray


Senior Manager, RTV & Returns Planning, Operations Planning and Optimization
QVC

Check out the incredible speaker line-up to see who will be joining Julie.

Download The Latest Agenda

Day 2: New Dimensions in Customer Loyalty, Brand Protection and Risk Mitigation


11:40 AM Case Study: Turning Returns Into Positive Customer Experience

Building strong bonds with the consumers and promoting a positive brand experience requires the alignment of numerous processes, in which reverse logistics plays one of the leading roles. In fact, your company return management practices are as important as the sale itself – a person buying your product has high expectations for both pre- and post-sale customer service and doesn’t automatically categorize ‘sale’ and ‘return’ as two separate processes. To them, it is a holistic experience where cost, quality, return policy leniency and convenience go hand-in-hand. Therefore, your customer support practices should reflect and meet these expectations.

This session will cover best practices in:

-Reducing over-the-phone, online and in-store hold times to lessen customer frustration
-Improving the ease of communication with your company
-Empowering your staff to create positive returns experience for the customer
-Leveraging technology advancements to collect customer feedback and turn it into actionable insights

Day 3: Growth Strategies, Opportunities & Tech Innovation In Reverse Logistics


9:55 AM Panel: Unexpected Benefits of Product Returns

As of today, there is a wide gap between retail businesses who consider reverse logistics to be a cost center and those who believe that consumer returns present untapped business opportunities.  Whichever side you are on, this panel discussion will help you get a fresh perspective on how:

-Return policy can be adapted to help you minimize returns and negative affects on the bottom line
-A flexible return policy can add to the profitability of your business
-Incentive programs can promote in-store purchases following the return of the product
-Positive returns experience can help you win the customer over and over again in the face of tight competition