Today I’m joined by Blue Yonder, a business that’s modern innovations and unmatched industry expertise help more than 3,000 retailers, manufacturers, and logistics service providers confidently navigate supply chain complexity and disruption.
Blue Yonder is the world leader in end-to-end digital supply chain transformation. With a unified, AI-driven platform and multi-tier network, Blue Yonder empowers businesses to operate sustainably, scale profitably, and delight their customers – all at machine speed.
Today, Tim Robinson, Senior Vice President of Commerce and Returns at Blue Yonder, joins me to talk all about returns. We’ll be sharing insights from Blue Yonder’s Global Consumer Retail Returns Survey, and reflecting on what they mean for both retailers and consumers. We’ll be exploring inventory management and tariff turbulence, and what they mean for your returns strategy. And we’ll be shining a light on why returns aren’t just an afterthought anymore, they’re the encore.
Guest bio:
Tim Robinson is Senior Vice President of Blue Yonder’s Commerce and Returns business unit, where he leads the company’s growing footprint in Order Management Systems (OMS) and Returns Management. In this role, he oversees a cross-functional team focused on delivering market-leading solutions that power multi-channel inventory management and elevate the customer experience. Tim and his team are laser-focused on solving challenges for digital, e-commerce, and trading leaders. Tim is an accomplished entrepreneur with over three decades of experience working across large public sector industries and private businesses. Previously, he was the Founder and CEO of Doddle, a post-purchase technology company, which was acquired by Blue Yonder in 2023. Tim was inspired to establish Doddle with a vision to make delivery and returns more sustainable and convenient for consumers, retailers and carriers. A resilient leader with a track record of navigating companies through significant transformation, Tim spent a decade in executive roles in logistics, transport and freight in both the U.K. and internationally. Tim lives near London with his wife, Helen, and two boys. Being a keen musician and lover of music has led Tim to dedicate much of his spare time to writing music, playing in bands, and watching live music in all forms.
IN THIS EPISODE WE DISCUSS:
[03.42] Tim’s career; how he founded his business, Doddle, and the story behind the name; and how that journey led him to Blue Yonder.
“It’s quite rare that you isolate and identify supply chain as your chosen goal in life, but I fell into it and have loved it ever since.”
[06.34] The current returns landscape, and what Blue Yonder’s recent survey revealed about consumer-brand relationships, and how retailers approach returns.
“Free and easy access returns, or buy as many as you like and return as many as you like – that philosophy has been one of the major drivers behind the success of ecommerce. How do you create the convenience and the relevance of physical shopping, where I can see a product, touch it, try it on?”
[12.10] How tariffs and market turbulence are putting pressure on businesses, squeezing margins; and the importance of customer experience.
“This is ultimately an age of uncertainty, if you’re in a business that involves crossing borders for any reason. Whilst the challenge around tariffs may have emanated in one part of the world, the reality is that the ripple effect means the whole landscape is re-setting itself – it’s a global phenomena now.”
“The majority of consumers consider a poor return policy as a bad experience, whether they want to return or not. They may love the product, but now they have a poor sentiment of you and your brand… And if a bad policy is a bad experience, you’ve lost a customer. ”
[20.46] Changing customer expectations and shopping habits, and the challenge of inventory management.
“The pace of ever-changing demands is at the heart of everything.”
[25.59] The role AI and machine learning can have in overcoming returns and inventory management challenges; and the importance of transparency in consumer communication.
“You have complex inventory allocation decisions being made at the time a consumer hits the return button… We’re able to orchestrate, influence consumer behavior, and make allocation and replenishment decisions in real-time.”
“If we want to change consumer behavior, want them to think more carefully about shopping habits and the choices they make, we should be more transparent with them.”
[29.52] The problem and opportunity of returns, and the impact businesses could make by considering returns as a source of extra inventory.
[33.28] Blue Yonder’s recent acquisition of Optoro, and what that means for customers as they navigate returns and inventory management.
[38.57] Why Blue Yonder is so committed to ‘sustainable abundance,’ and how businesses can work with them.
RESOURCES AND LINKS MENTIONED:
Head over to Blue Yonder’s website now to find out more and discover how they could help you too. You can also connect with Blue Yonder and keep up to date with the latest over on LinkedIn, Instagram, YouTube, Facebook and X (Twitter), or you can connect with Tim on LinkedIn.
If you enjoyed this episode and want to hear more from Blue Yonder, check out 434: Synchronize Your Supply Chain Execution, with Blue Yonder or 417: Fulfill Your Potential, with Blue Yonder.
Check out our other podcasts HERE.
