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Are you leading through crisis or managing the response?

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‘Tis the season for buying — and returning — presents.

Much thought goes into the front end of the shopping experience, finding that perfect gift for a loved one or friend. But too often, how to return that not-so-perfect gift becomes an afterthought.

UPS Reverse Logistics and Returns Manager Jim Brill, the company’s “returns guru,” joins Longitudes to shed some light on why so many people make returns ahead of Dec. 25, just how many packages move in reverse this time of year and how small businesses in particular gain competitive advantage through reverse logistics.

UPS research shows that returns are also a major factor for consumers in the pathway to a purchase, meaning retailers must make reverse logistics easy and transparent.


According to Brill, much work remains for small- and medium-sized businesses to meet consumer demand in this area. But he says that UPS Returns® services, UPS Access Point® locations and UPS technologies help smaller businesses punch above their weight class. 

This conversation leads us up to National Returns Day on Jan. 2, when UPS expects a whopping 1.9 million packages to return through its network — a 26 percent increase from last year’s peak returns day.

Enjoy the above conversation with Jim Brill.

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About Longitudes

Longitudes explores and navigates the trends reshaping the global economy and the way we’ll live in the world of tomorrow: logistics, technology, e-commerce, trade and sustainability. Which path will you take?

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