Bergdorf Goodman to Use SmartLabel for In-Store and Online Returns
Bergdorf Goodman, New York, is the first retailer to use SmartLabel for both online and in-store shopping, according to Newgistics, Austin, TX.
Customers affix a prepaid, preaddressed, barcoded SmartLabel to their package and drop it off anywhere in the U.S. Postal Service system. SmartLabel's barcode links the package to the customer's invoice and provides package visibility early in the returns process, which lets customer service representatives proactively address customers' exchange or credit needs.
This is meant to reduce call center volume and increase customer satisfaction and loyalty. It also lets retailers track and anticipate incoming package volume.
Bergdorf Goodman currently has the in-store shopping and SmartLabel shipping service implemented on three of its seven floors at its New York location. When customers shop on these floors, they can have their purchases and SmartLabel shipped directly to a specified address.
"Bergdorf Goodman serves a national clientele, and with customers coming from all over the United States, the in-store shipping of SmartLabel makes the returns process as easy as the purchasing process," said Anthony Nicola, vice president, operations at Bergdorf Goodman.
Melissa Campanelli covers postal news, CRM and database marketing for DM News and DMNews.com. To keep up with the latest developments in these areas, subscribe to our daily and weekly e-mail newsletters by visiting www.dmnews.com/newsletters