Reverse logistics in the 'age of entitlement'

Customers and retailers have always viewed merchandise returns as a nuisance. That's where hassle-free, 100 percent guarantee, and 90-day timeframes on returns come in to ease customer pain points. As e-commerce grows, product returns do, too. That's where third-party logistics come in to ease stores' pain points.

In this article on Logistics Management March 5, 2018:

Sears Robuck became a retail juggernaut when it introduced returns with no questions asked,” says Rogers. “They realized that this was the best way to keep a loyal customer, and also offered them cash-and-carry services that exist to this day.

— Professor of Supply Chain Management Dale Rogers, who is ON Semiconductor Professor of Business.

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