25% of ALL products sold from Zappos were returned
Topics: Ecommerce, General Business, Internet Marketing, Retailing
I just read an interesting report today saying that an astonishing 25 percent of all products sold from Zappos.com were returned.
Are they happy? For Zappos, that answer is yes.
In case you don’t know, Zappos is the largest online retailer for shoes and apparels (mainly shoes), and is the pioneer in offering free returns for their products.
Lesson of the story: if it makes sense for your business, encourage contrarian behavior that creates a larger amount of comfort.
For Zappos, that means encouraging returns with free shipping. NPR says this has helped Zappos grow by 6x from $100MM to $600MM a year.
“Some of our best customers are people who return a lot of shoes,” said Craig Adkins, vice president of operations at Shepherdsville, Ky.-based Zappos.com.
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