The explosion of companies selling mattresses and other big-ticket items online is based on a clear gamble: You’re not going to want to have to return that giant thing, even if it’s free to do so.
It’s a bet that these companies are winning, even when items are returned.
“Some of our biggest promoters are actually people who’ve already returned their mattress,” said Aaron Bata, head of customer experience at Phoenix mattress startup Tuft & Needle. “Those are some of the people we find who are recommending us to their friends and family more than those who keep the mattress because they’ve gone through the returns process and they know how easy it is.” Read more…
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Originally syndicated from Mattress startups make a bet: You won’t return that thing you bought
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