You Want to Return That Bad Gift ... What’s Next?
Today’s online shopper wants what they want when they want it. But they also want to return whatever they want whenever they want. The problem? Too many companies focus on that first reality while ignoring the latter challenge, Toby Moore, co-founder and CEO of Optoro, argues. In this episode, the leader of the reverse logistics company explains how an innovative returns approach creates return customers. Consumers today want to return any item – no questions asked. But we have plenty of questions for Toby: How did he start Optoro from his college dorm room? What happens to a returned package? How can a data-driven returns strategy shape a more sustainable future? And what exactly is a modern dumpster diver?