Returning a purchase can be incredibly frustrating. Whether it’s printing off a return slip or driving back to the store—it’s just annoying. But in a remote locale like Fairbanks, Alaska, returns are even more of a pain. So, in 1975, when the not-so-local Nordstrom was faced with a bizarre return, they had to decide what to do: refuse the absurd request, or go above and beyond for the customer?Today we’re learning about what makes a great return policy, and the impact it has on CX. We’ll hear from Nathan Hecht, Founder and CEO of Rodo, who shares his philosophy on refunds and why your return policy can make or break the sale. --------"The vocal customers are the customers that you're going to learn the most from. Whether they're telling you good or bad news—listen to them." - Nathan Hecht--------Time Stamps* (0:00) Nordstrom: the ultimate Arctic Circle fashion retailer* (4:55) The Rodo experience* (14:32) Creating stress-free CX* (16:45) The value of a robust return policy--------SponsorThis podcast is presented by Oracle CX. Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives--------LinksConnect with Nathan on LinkedInCheck out Rodo