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In this episode of the Support Insights podcast, we've caught up again with Cornelia Konstantyner, Head of CX at Organic Basics.

This week we're taking a look inside one of the most important global issues: climate change.

Thanks to Amazon's one-click culture, we've all come to expect one thing from eCommerce companies: super fast delivery, and super easy returns.

Brands chasing sales at all costs have optimised the purchase experience to encourage impulse, thoughtless purchases and immediate gratification.

But, with easy returns comes a hidden cost:

• It's predicted that Amazon alone, with their 50% share of the $600bn eCommerce industry, will represent 1% of US climate emissions by the end of 2021. That's predicted to rise to 15% by 2040.

• On average only 50% of clothes returned go back on sale.

• 5 billion lbs of returned goods go straight into landfills each year in the US.

• These are US statistics, but this is a global issue.

For a company like Organic Basics, which create climate-conscious clothing, the impact of one-click culture and free returns is top of mind.

Organic Basics is a certified B-Corp, which means profit is just one pillar of decision-making. The others are people and the planet.

The conversation this week centres on how brands can deliver great customer experiences while also caring about the planet. In particular, we look at the eCommerce returns process.

You'll learn:

Hope you enjoy the episode!