{ "docId": "019dd923-5de0-76bd-a165-770f21c01013", "docSlug": "e3bf88e2051e758a", "documentTitle": "Solving fashion’s product returns", "authorId": "misc", "authorName": "Roland Berger", "documentKindSlug": "consulting-deck", "documentKindLabel": "Consulting deck", "sourceTypeSlug": "strategy_consulting", "sourceTypeLabel": "Strategy consulting", "presentationDate": null, "orientation": "landscape", "aspectRatio": 1.778, "pageNumber": 43, "pageCount": 107, "prevPage": 42, "nextPage": 44, "slideType": "key_takeaways", "function": "summarize", "density": "overcrowded", "nDataPoints": 0, "notes": null, "elementsJson": [ "headline_text", "paragraph", "quote_block" ], "metadataConfidence": 1, "imagePath": null, "slideHref": "/slides/019dd923-5de0-76bd-a165-770f21c01013/43", "deckHref": "/decks/019dd923-5de0-76bd-a165-770f21c01013", "deckJsonHref": "/decks/019dd923-5de0-76bd-a165-770f21c01013.json", "deckAnchorHref": "/decks/019dd923-5de0-76bd-a165-770f21c01013#slide-43", "components": [ { "bbox": null, "kind": "callout", "text": "What customers say is not always true. Once brands know what is really driving returns, they should not be showing products to customers who are only going to return them.", "attrs": null, "subkind": null, "toolName": "Visual emphasis", "toolSlug": "visual-emphasis", "confidence": null, "componentId": "019dd951-f95b-7408-8fc6-b78f69531f14", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.12, "w": 0.22, "x": 0.03, "y": 0.36 }, "kind": "paragraph", "text": "Given that some of the biggest concerns all participants had around returns revolved around their current cost and future mitigation, many participants, including logistics operators, retailers and brands, were positive about the use of technology and automation to address these issues.", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "104372f1-2e50-4829-8078-991653a06b87", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.69, "w": 0.22, "x": 0.27, "y": 0.26 }, "kind": "paragraph", "text": "One way analytics can be used is to understand the real reasons for returns. Participants noted that the reasons customers gave for returning garments was often inaccurate and that retailers needed to apply digital tools to figure out the real reason.", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "8738211d-58fc-4ca8-a2a5-ae5a16d9afc7", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.42, "w": 0.22, "x": 0.03, "y": 0.53 }, "kind": "paragraph", "text": "Using technology and analytics to reduce returns: Stakeholders expressed concerns on returns reason codes that customers input, which often can be unreliable. They stressed the importance of understanding how returns could be avoided before they even occur...", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "d486dc95-4c85-4c4d-8972-8bf5df789a6c", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.22, "w": 0.22, "x": 0.75, "y": 0.00545 }, "kind": "quote", "text": "No one has really cracked virtual try on just yet in a way that is accurate and scalable for the market. It could take another 5-10 years for it to reach a stage where it is commercialised at scale.", "attrs": null, "subkind": "testimonial", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "36ff792d-c45b-43c0-b4e6-6de6a659c5ea", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.22, "w": 0.22, "x": 0.51, "y": 0.00405 }, "kind": "quote", "text": "We know that sizing is a big issue and is the one of the main drivers of returns. Greater insights such as these give us a focus to do something to be able to help our customers within their purchase path.", "attrs": null, "subkind": "testimonial", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "3bef3fac-93ad-4336-8fc2-e2b61aa28d5f", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.32, "w": 0.22, "x": 0.75, "y": 0.00136 }, "kind": "quote", "text": "What customers say is not always true. Once brands know what is really driving returns, they should not be showing products to customers who are only going to return them. There are measures brands can take, including stopping emails to them.", "attrs": null, "subkind": "testimonial", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "7528b8fd-fbbc-4acc-b5e0-2ac13f3d8bb0", "frameworkName": null, "frameworkSlug": null }, { "bbox": null, "kind": "quote", "text": "What customers say is not always true. Once brands know what is really driving returns, they should not be showing products to customers who are only going to return them. - Sarah McVittie, Co-Founder, Dressipi", "attrs": null, "subkind": null, "toolName": "Authority citation", "toolSlug": "authority-citation", "confidence": null, "componentId": "019dd951-f95b-7408-8fc6-b9c90402fe14", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.15, "w": 0.22, "x": 0.03, "y": 0.14 }, "kind": "title", "text": "7. Leverage technological innovation and automation", "attrs": null, "subkind": "headline", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "fc936e18-9020-40f9-8d92-e24e984202fb", "frameworkName": null, "frameworkSlug": null } ], "metrics": [], "tools": [ { "name": "Problem-Agitate-Solve (PAS)", "slug": "problem-agitate-solve-pas", "agent": "Storyteller", "layer": "slide", "matchId": "6c6c3f6e-d6e9-4351-8f33-cffaa48562a0", "evidence": "Given that some of the biggest concerns all participants had around returns revolved around their current cost and future mitigation, many participants, including logistics operators, retailers and brands, discussed the importance of understanding and leveraging technology to improve reverse logistics.", "confidence": 0.6 } ], "frameworks": [], "arcBeats": [], "loops": [], "imagePathAlt": null, "thumbSrc": null, "thumbSrcAlt": null, "locked": true }