"Reaction [beta]"
Jakob Nielsen on product returns 29 Oct 2007
From Jakob Nielsen's latest newsletter:
"I got a nice bag from Briggs & Riley for my upcoming trip to Europe. An enclosed brochure says that 'If your luggage is ever damaged (even if it was caused by the airlines) we'll fix it, free of charge. By examining every damaged piece, we see how to continuously improve and refine our bags.'"
What a great way to look at product returns - a process that many companies consider a pain, rather than an opportunity for learning / improvement. As Nielsen goes on to point out, studying returns is one of the best ways of making things go better in the future: "Often, you'll discover that your product pages are at fault, for making users order the wrong stuff. Fixing the website will not only reduce costly returns processing, it will also increase your conversion rate, because most users won't buy if they're uncertain of what they will get."
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