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A little friction goes an unfortunately long way in customer experience. An extra second for a site to load can drive an impatient customer into the arms of the competition. Product returns are filled with potential points of friction because they start with a customer not getting what they wanted.
But, there is an opportunity in every problem, as the saying goes. Alicia Arnold explains how returns can actually help increase customer loyalty. There’s plenty of proof for this, too. Zappos and Nordstrom owe their devoted customer base in part to how easy they make product returns.
Constantine von Hoffman
Managing Editor
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