Online shopping has made returns an expected part of the retail experience—but for businesses, what comes back can be just as important as what goes out. In this episode of Mailin’ It, Karla Kirby and Jeff Marino talk with Nagee Jackson, Director of New Business Acquisition at the U.S. Postal Service, about the business of returns and reverse logistics. Nagee explains why retailers should view returns as part of the customer experience, how return policies can affect customer loyalty and profitability, and why there’s no one-size-fits-all approach.
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