Consumer Returns Interactive Workgroup Day

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The only way for manufacturers and retailers to improve and break the cycle is to build better products that are also better understood by customers, who are able to utilize appropriate support channels in their time of need. Can we understand the product from the moment it leaves an OEM’s shelf, is sold by a channel, is referenced by a customer during a help call, what the call was regarding, the condition it was returned to the retailer in, how it was repaired/ recertified? What can we learn from that process to both create better products and a better customer experience?

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The “Internet of Things” was first coined by British visionary Kevin Ashton, describing how internet connected devices would change our lives. Today households have brands like Nest and Hive connecting their heating systems to the internet and there is no doubt that ore and more connected technology will be coming to your home in the near future. But there is an elephant in the room and that is a lack of industry standards. How will all of these devices talk to one another? Many critics point out that the benefits of a smart home are outweighed by the inconvenience of having to open separate apps for every major device. Many players in the industry have built and protected their own ecosystem rather than signing up for industry-wide standards that would benefit consumers. Many are predicting a repeat of VHS vs. Betamax and HD-DVD vs Blu-ray. Join us for a captivating discussion around the Internet of Things and the lack of standardization, including the implications for your returns business.

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In this session Steve shares a number of consumer electronics trends that will impact reverse logistics operations in the coming year. While anticipating higher return volumes, companies also have to acknowledge the short lifecycle of tablets and smartphones and how that necessitates a rapid reverse logistics process and utilization of secondary markets to capture value with returned inventory. Companies are also recognizing the increasing importance of assistance during device setup and emphasizing ease of use to avert returns. The growing influence of social media in purchasing decisions – enabling more informed purchasing decisions and hopefully resulting in fewer returns – is another noteworthy trend.

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The team behind Worldwide Business Research’s Consumer Returns conference – with help from an advisory board of seniorlevel reverse logistics, supply chain and operations executives from international companies – has created a benchmarking survey that will be distributed to conference attendees. The survey asks firms about their returns reduction strategies and plans to further optimize their reverse supply chain, while looking ahead to 2016 and what changes may be in store. One of the benefits of attending will be a thorough analysis of the survey results with members of the advisory board on the final day of the program.

Sure, you value the chance to speak with your peers and discuss common business challenges. But wouldn’t it be nice to carry tangible solutions back to the office & act on them so that the same exact challenges are not being discussed year after year? Consumer Returns 2015 announces the formation of workgroups on the first day of the program, with the solutions to common business challenges being published in a whitepaper that is distributed to all attendees post-event. As an attendee you’ll have the chance to participate in two 90 minute workgroups. You’ll discuss a common business challenge for an hour with your workgroup and the six workgroups will then report their findings over the course of the next half hour. This gives you an opportunity to understand what others have been discussing at their respective tables.

Workgroups include:

1. What Is The Optimal Returns Policy? Balancing Customer Satisfaction & Loss Minimization
Tony Sciarrotta, Former Director of Asset Recovery, Philips Consumer Lifestyle

2. Developing Insights & Actionable Strategies Around Improving The Customer Experience
Nate Omann, Senior Manager, Services & After Sales, Best Buy

3. What Are The Essential Elements Of A Cradle To Grave Returns Management System?
Lee Gibson, Director, Reverse Logistics, Silent Circle

4. Building A Cross Functional Team To Reduce Returns: What Are The Crucial Inputs?
Timothy Quinn, Manager of Logistics, Budget and Analysis, BJ’s Wholesale Club

5. Accelerating Speed To Remarket: Where Do The Bottlenecks Lie?
Joyce Cruts, Director Return Management, Acer America Corp.

6. Economic Considerations Around Refurbishment: Placing Product In The Best Condition/Channel/Market To Yield Maximum Recovery
Bryan Skaudis, Director – Inventory Optimization, Process Development & Improvement, Best Buy

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