In this episode, I tap into John Lee's decades of reverse retail logistics experience. He discusses the importance of a seamless customer returns process, reasons for cart abandonment due to unclear return methods, and strategies using data analytics and personalization to reduce returns. We also explore managing high return rates, innovative solutions for non-restockable items, challenges in store handling of returns, best practices in reverse logistics, and leveraging returns for environmental stewardship.
In this episode, I tap into John Lee's decades of reverse retail logistics experience. He discusses the importance of a seamless customer returns process, reasons for cart abandonment due to unclear return methods, and strategies using data analytics and personalization to reduce returns. We also explore managing high return rates, innovative solutions for non-restockable items, challenges in store handling of returns, best practices in reverse logistics, and leveraging returns for environmental stewardship.
About John
President / COO / Board member / Advisor, John is a change and growth leader with extensive Canadian and international experience in retail/eCommerce, supply chain & logistics, express and transportation, and also providing executive strategy and systems consulting in these disciplines. A brand ambassador, participative leader and coach, encouraging curiosity, learning and honesty, coaching and driving teams to approach their transformation agendas with courage, passion and open, transparent communications to achieve superior performance.
He has launched and scaled-up new businesses, and led transformations and integration of acquisitions in others, working in Canada the United States, and globally in over 30 countries. In recent years John has been an industry leader in reverse logistics for retail and other industries. He has worked with several global retailers to design, implement and refine their customer returns, reverse logistics and merchandise liquidation operations in executive leadership roles as:
In these roles, John worked with 7 of the top 10 US and global retailers, and many other major retailers and brands to build and operate processes that met the client’s objectives for both positive financial performance and auditable sustainability / environmental stewardship results. He says that he has had “the rare privilege to learn how to help organizations deliver great financial performance and achieve crucial and auditable environmental sustainability results at the same time”.
John is an alumni of Harvard Business School’s Advanced Management Program and has served as Chair, Vice-Chair and Director on the Board of Directors of an international charity / research organization.