The boom in ecommerce during the last few years has been good news for retailers, who’ve watched as customer loyalty continues to grow. But there’s a snag: Many have rushed to implement systems to keep that loyalty only to realize the bottom line can no longer support the benefits they’re promising.

In two recent survey studies, Retail Dive’s studioID gathered insights from ecommerce leaders and shoppers to help retailers guard costs while honoring customer preferences. In this report, you will learn what consumers expect—and how brands are responding—in three key areas:

• Shipping—How do retailers provide multiple shipping options without breaking their budget?
• Returns—How can you balance inventory management with the demand for options when it comes to returns?
• Sustainability—How important are eco-friendly choices to consumers?  

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