497: Transform Your Returns Management and Delight Customers, with Blue Yonder

Tim Robinson of Blue Yonder talks about returns: the challenges & potential, role of AI, inventory management, tariffs, & the importance of customer experience.    IN THIS EPISODE WE DISCUSS:   [03.42] Tim's career; how he founded his business, Doddle, and the story behind the name; and how that journey led him to Blue Yonder. "It's quite rare that you isolate and identify supply chain as your chosen goal in life, but I fell into it and have loved it ever since." [06.34] The current returns landscape, and what Blue Yonder's recent survey revealed about consumer-brand relationships, and how retailers approach returns. "Free and easy access returns, or buy as many as you like and return as many as you like – that philosophy has been one of the major drivers behind the success of ecommerce. How do you create the convenience and the relevance of physical shopping, where I can see a product, touch it, try it on?" [12.10] How tariffs and market turbulence are putting pressure on businesses, squeezing margins; and the importance of customer experience. "This is ultimately an age of uncertainty, if you're in a business that involves crossing borders for any reason. Whilst the challenge around tariffs may have emanated in one part of the world, the reality is that the ripple effect means the whole landscape is re-setting itself – it's a global phenomena now." "The majority of consumers consider a poor return policy as a bad experience, whether they want to return or not. They may love the product, but now they have a poor sentiment of you and your brand... And if a bad policy is a bad experience, you've lost a customer. " [20.46] Changing customer expectations and shopping habits, and the challenge of inventory management. "The pace of ever-changing demands is at the heart of everything." [25.59] The role AI and machine learning can have in overcoming returns and inventory management challenges; and the importance of transparency in consumer communication. "You have complex inventory allocation decisions being made at the time a consumer hits the return button... We're able to orchestrate, influence consumer behavior, and make allocation and replenishment decisions in real-time." "If we want to change consumer behavior, want them to think more carefully about shopping habits and the choices they make, we should be more transparent with them." [29.52] The problem and opportunity of returns, and the impact businesses could make by considering returns as a source of extra inventory. [33.28] Blue Yonder's recent acquisition of Optoro, and what that means for customers as they navigate returns and inventory management. [38.57] Why Blue Yonder is so committed to 'sustainable abundance,' and how businesses can work with them.   RESOURCES AND LINKS MENTIONED:   Head over to Blue Yonder's website now to find out more and discover how they could help you too. You can also connect with Blue Yonder and keep up to date with the latest over on LinkedIn, Instagram, YouTube, Facebook and X (Twitter), or you can connect with Tim on LinkedIn. If you enjoyed this episode and want to hear more from Blue Yonder, check out 434: Synchronize Your Supply Chain Execution, with Blue Yonder or 417: Fulfill Your Potential, with Blue Yonder. Check out our other podcasts HERE.