As we approach the busy Peak trading period, we are bringing retailers together (on Wed 5th Nov) for a relaxed and informal virtual roundtable session. This time we will discuss consumers’ responses to delivery and returns offerings around Black Friday. Learn from the outcomes of your peers’ strategies and gain ideas for optimising 2025 performance.
The delivery and returns experience is a great focus point for improving Peak-time performance, where a strong strategy can have a positive impact on the customer experience, and subsequently grow retention.
We will consider how consumers respond to various delivery and returns offerings, e.g., free or paid delivery/returns, click-and-collect, alternative delivery locations (e.g., lockers), extended returns, and much more.
Before the session start to think about these key questions:
- Do you keep or change your delivery/returns offerings around Black Friday?
- Have you tested different offerings around Peak and what were the outcomes?
- How do you analyse the results of changing your delivery/returns offerings?
- Are there any tests you’d like to complete around delivery/returns offerings but haven’t yet?
- What is one piece of advice to help retailers optimise their delivery and returns offerings in 2025/6?
You will hear from IMRG, Scurri, and ZigZag Global who will share strategies for improving delivery and returns offerings during the Peak season and beyond.
IMRG data
Gain IMRG’s eCommerce update and delivery and returns data
Peer-led insight
Speak with fellow retailers on what offerings they provide during Peak
CX optimisation
Learn how to improve the post-purchase customer experience around Black Friday
Expert advice
Benefit from industry expert advice that will help you to review your strategy for 2025/6
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