Connect with John:

Linkedin

Resources we Discuss in This Episode:

Baseballism on building a brand around your passion
The Returns Benchmark Report

Brands John Looks to for Inspiration:

Brooklinen
Any brand he shops at :)

Here's This Shows TL;DR:

• John shares a bit about what Baseballism is all about 
• We talk about how a return is where you get the best feedback to improve 
• John talks about how returns fit into website and customer service experiences
• We go over how all of these pieces fit together
• John gives us a look into how returns were handled in the past 
• We cover why the old way was such a poor experience (pre-paid labels and excel docs)
• Why returns were taking 10mins per return
• Using Loop has allowed Baseballism to see how returns play into the bigger picture
• The pitfalls of manually tracking 
• The data that John is looking at 
• How he uses individual comments to find the next place to improve
• The benefits of turning refunds into exchanges 
• Tips for discovering you have a return problem