Refunds, Repurchases and Returning Customers!

In this episode of the Customer Experience Bus, Dr. Joseph Michelli sits down with Lindsay Igoe (Head of Experience and Brand Strategy at Reshop) to explore a critical yet often overlooked aspect of online shopping—handling returns and optimizing the post-transaction experience. While businesses focus heavily on attracting and converting customers, many fail to ensure a seamless and positive return process.

But here’s the truth: how you handle returns can build long-term customer loyalty or drive shoppers straight to competitors.

Lindsay shares key insights on transforming returns from a friction-filled necessity into a powerful brand differentiator. Listeners will gain practical strategies on streamlining return policies, reducing friction in post-purchase interactions, and using the returns process as an opportunity to strengthen customer relationships. If you want to turn a necessary business function into a competitive advantage and a driver of repeat business, this episode is a must-listen.

Subscribe to Customer Experience Bus for more insights, and visit josephmichelli.com to stay connected with Dr. Michelli.

To contact Lindsay or learn more about Reshop:

https://www.linkedin.com/in/lindsay-igoe-0257419a/

https://www.linkedin.com/company/reshop-global/

https://www.reshop.com/