Returns rate on subs is a leading indicator. Most brands treat it as a lagging one.
Returns rate on subs is a leading indicator. Most brands treat it as a lagging one. A 6% returns spike this month is a 12% churn spike next month. Always. The customers who return the box this month are signalling they're done. The cancellation comes 30 days later. If you wait for the cancellation number to move, you've already lost the cohort. The intervention has to happen the week the returns move. How quickly does your 3PL surface this? Daily? Weekly? Monthly in a board pack?