Blair Corporation Chooses Newgistics’ Convenient Returns Process to Boost Customer Service
Intelligent Returns Management Solution Simplifies Merchandise Returns for Value Conscious Customers of Premier Direct Retailer
AUSTIN, TX - November 22, 2004 - Newgistics, Inc., the leader in returns management solutions for direct retailers, today announced that Blair Corporation, a leading direct marketer of fashion apparel for both women and men and a broad range of home products, has chosen Newgistics’ to provide an easy and convenient returns process for its catalog and online customers. Blair will be utilizing Newgistics’ full suite of Intelligent Returns ManagementSM (IRM) services, including its newly released Returns Marketing service. Newgistics’ Returns Marketing service includes returns-triggered marketing programs enabling Blair to further enhance communication with the customer through tailored customer outreach tied to returns.
Blair is one of the nation’s first direct retailers, and is currently ranked as the 8TH largest consumer apparel cataloger in the United States. Newgistics’ easy-to-use SmartLabel® solution is a perfect fit for Blair’s customers, who are both value and convenience conscious. Customers only need to detach the pre-addressed, bar-coded SmartLabel from their order summary, affix it to their package and drop it off anywhere in the U.S. Postal Service (USPS) mail stream, including at their home or work. SmartLabel’s dynamic bar-code links the package to the customer’s invoice and provides package visibility early in the returns process, enabling customer service representatives to proactively address customers’ exchange or credit needs. With Returns Communications, a Newgistics’ Returns Marketing service, Blair can begin a dialog with the customer within days of the customer mailing the return. Returns Communications can be delivered via email or printed postcard.
“At Blair we understand that the merchandise return process is one of the major customer touch-points in the sales cycle. Most of our customers don’t want to be bothered with the inconvenience of driving to a drop-off location or waiting in long lines to return merchandise,” said Robert Crowley, SVP of Marketing Services at Blair Corporation. “By offering them the Intelligent Returns Management solutions, our customers know that any item they order can be returned with ease, and will remember this added convenience when choosing to purchase from Blair in the future.”
According to a 2003 Harris poll, ninety percent of survey respondents state that a convenient return policy and process is important to purchase decisions. Ninety-five percent are very likely or somewhat likely to shop with an online or catalog retailer again if the return process is convenient. An intelligent returns process allows retailers to maximize the convenience of returns and communicate in a way that positively impacts satisfaction, loyalty, retention and future buying patterns through the strategic and immediate use of returns information.
“Offering Newgistics’ IRM suite emphasizes Blair’s commitment to providing the best in value and convenience to their customers,” said Raymond Greer, CEO of Newgistics. “At Newgistics, we believe once the return is initiated, communication with the customer becomes essential to ensuring satisfaction with the completed process. Blair will have immediate access to information about the status of the returning package in order to promptly notify the customer of receipt of the package.”
About Newgistics
Newgistics, Inc. (www.newgistics.com) is the leader in returns management solutions for the direct retail industry. Newgistics’ patent-pending Intelligent Returns solution delivers the most convenience for customers, while maximizing control of the returns process for retailers. Newgistics’ SmartLabel® drives customer loyalty and increases profitability for leading retailers like Neiman Marcus, J.Crew, Eddie Bauer and Abercrombie & Fitch.
About Blair
Headquartered in Warren, Pennsylvania, Blair Corporation sells a broad range of women’s and men’s apparel and home products through direct mail marketing and its Web sites at www.blair.com, www.crossingpointe.com and www.irvinepark.com. Blair Corporation employs over 2,500 people and operates facilities and retail outlets in Northwestern Pennsylvania as well as a catalog outlet in Wilmington, Delaware. The Company, which has annual sales of more than $500 million, is publicly traded on the American Stock Exchange (AMEX-BL).
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