Ever wondered where you can actually put your voice of the customer programs to use in your returns process? From monitoring chatbots and customer service logs to reviews and feedback — British retailer Seasalt Cornwall obsesses over data that tells them how their customers feel — and what they need.

We sit down with Briony Yeates, retail veteran and Manager of Customer Experience at Seasalt Cornwall, where she sketches out the actionable ways Seasalt Cornwall used their voice of the customer to:

• Catapult their CSAT and NPS scores through a newly minted returns process
• Slash “Where is my return” contacts by 37%
• Reduce their time to refund over 300% 
• Push forward on sustainability goals with adoption of printerless returns

‍If you’re interested in learning how to expedite your refund time, reduce returns-related inquiries, or boost CSAT — this is a conversation you won’t want to miss. Register now!