Your customers’ growing procrastination is costing you
Trunk time. It’s a term we coined back in 2003 to call attention to how long consumers tend to wait before returning an online purchase, often because of the perceived inconvenience of having to travel to a returns drop-off location.
Introducing: Returnament 2022
Amid all-time-high return rates, Pitney Bowes created a competition to find the best balance between returns convenience and just enough friction
Like having a limb ripped off
We asked consumers how they felt about various returns initiation processes. The responses were mostly metaphorical.