Customer Engagement During Return

Brick and mortar retailers have become more focused on a “buy online and return in-store” customer experience, a way to provide additional convenience for customers wanting instant gratification. Consumers sometimes cannot find the time to mail a product back to exchange it for something new. Stores are realizing this is a great opportunity to reengage with the online customer.


IntelliShop provides customer feedback through mystery shops to help retail clients understand the current state of this experience. These mystery shops will provide information to clients who wish to implement new training and/or refocus employees on effective tactics.

A process that was once designed to provide convenience by the best retailers is now evolving into a way to reengage with the online customers.

Consider this example: I recently purchased an item online from a famous Big-Box electronics store. When I received the item, it did not work as I expected and I decided to return it. Not wanting to wait several days for shipping, I decided to bring it into the store for instant gratification. When I approached Customer Service, the associate asked me if I wanted to return or exchange it. He also asked if there were any problems with the purchase and I told him it didn’t work and wished to exchange it. His response to me was, “If we have any, they will be over in that section. You can go get one.”

Imagine the value in taking an additional 30 seconds to inquire if I was an active rewards member (I’m not) and explain the benefits of becoming one. Or, what if he looked up the product to confirm it was in stock, and if not, offered to order it for me? Statistically, a portion of all consumers, when suggested a complementary item, will buy that item. Imagine if he noticed this item didn’t come with a protective case and mentioned a possible sale on cases.

IntelliShop specializes in designing programs that will benchmark the experience currently provided to your omnichannel customers and provide insights on where that experience must evolve to remain competitive. We also provide ongoing feedback and trending data beneficial to your success.

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Accurate, Immediate, and Relevant

Our mystery shop program has been that change agent for us. This program has helped instill great confidence in the accuracy, immediacy and relevance of the data – which has driven operational improvements, a better guest experience and positive business results.