Distributors hate returns. In addition to refunding the sale, they often have to liquidate the product and deal with the administrative hassles ranging from the customer to the supplier. By definition, every return means something went wrong somewhere, but do you have a comprehensive plan to reduce returns without angering customers? Ian and Jonathan will share some insights on how to improve in this frustrating but important area of customer service and operational excellence.
Ian Heller is the Founder and Chief Strategist for Distribution Strategy Group. He has more than 30 years of experience executing marketing and e-business strategy in the wholesale distribution industry, starting as a truck unloader at a Grainger branch while in college. He’s since held executive roles at GE Capital, Corporate Express, Newark Electronics and HD Supply. Ian has written and spoken extensively on the impact of digital disruption on distributors, and would love to start that conversation with you, your team or group. Reach out today at firstname.lastname@example.org.