Zwroty - zaniedbany aspekt w ecom?
In this Polish monologue, the speaker argues that while e‑commerce operators commonly focus on optimizing conversion, customer experience, checkout, cart and payment processes, they often overlook the returns process. In the fashion sector, returns can account for 20‑40 % of purchases. A cumbersome, paper‑based return workflow creates cognitive dissonance for customers, undermining the positive experience built through earlier investments. The speaker stresses that, especially for brands with large budgets, a seamless return experience is essential to preserve overall customer satisfaction and conversion performance.
Chapters
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