Edition 80
Message from the Editor
by Felecia Przybyla , Editor, Reverse Logistics Association

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This edition of the RL Magazine focuses on Meeting Customer Expectations. We know making money is why manufacturers and retailers are in business, but without customers this is impossible. So keeping those customers happy is always a necessity to keep them coming back, but as these businesses know, this can also be a challenge.

As a mother of 3 little ones, I feel like half of my shopping experience is shopping and purchasing, and the other half tends to be returns. If I have children with me while shopping, my goal is to get in and out of the store as fast as possible. This means, sometimes making rash decisions on products and always avoiding the fitting room. In addition - I do a lot of my shopping online to avoid the headache of shopping with children. I love the convenience of shopping from my couch and then having it delivered to my front door - but at the same time without seeing the product in hand, I often have to make returns or exchanges.

My expectations as a customer may be different from another customer, and my contentment as a customer may be different as well. Besides having to deal with different customer personalities, there are so many factors to take into consideration when trying to meet customer expectations. With the articles presented in this edition, perhaps your company can find new ideas and take away some thoughts on how to improve your customerís experiences and keep them happy.
RLM
Felecia Przybyla
RL Magazine Editor
Editor@rla.org

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