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Sending the shoes back? How about this lovely gift card? Cross-selling can help retailers avoid lost revenue from returns

Once we’ve chosen to buy something, we tend to consider that money as already spent or gone, also called “loss booking.” If we decide we want to return the item, retailers can take advantage of that tendency by giving customers enticing options to spend their refund on something else, instead of getting their money back.

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It’s become so darn easy to order stuff thanks to the miracles of online shopping. But it’s not so simple on the retailer end, especially when more than 16 per cent of those sales are later sent back. In the U.S., that adds up to a staggering $816 billion in lost revenue.

Cross-selling can help, say a pair of researchers. Their experiments show that once we’ve chosen to buy something, we tend to consider that money as already spent or gone, also called “loss booking.” If we decide we want to return the item, retailers can take advantage of that tendency by giving customers enticing options to spend their refund on something else, instead of getting their money back.

In a nutshell, “it hurts less to spend money refunded from a product return than other money, because you feel like you’ve already lost it,” says researcher Chang-Yuan Lee, an assistant professor of marketing at the University of Toronto’s Rotman School of Management.

Prof. Lee and his colleague Carey K. Morewedge from Boston University showed this over and over again in a series of experiments.  Participants were more likely to buy an item when they were paying for it through refund money compared to funds they hadn’t already spent. This occurred even in cases of unexpected money – it was still easier to apply a refund to another item than to spend windfall funds on it, such as imagined lottery winnings or tax refunds. And study participants were willing to accept an item outside their original product category – a $100 gift card for a sports shoe company after the return of a $90 grocery item.

There’s a catch though. The shopper has to psychologically mark the initial spend as lost, something that does not happen when they expect to ask for a refund at the time of purchase. Study participants who bought two pairs of shoes in different sizes, expecting to return the poorer-fitting pair, were not so likely to turn around and immediately apply the refund to something else offered.

Retailers are already on to cross-selling’s value. The researchers cite the online exchanges-first platform Loop Returns which claims to have retained nearly 29 per cent of potentially lost sales revenue for online merchants by offering consumers alternative product options before initiating a refund.

While consumers could be discouraged from making returns by being charged extra fees, that leaves a bad taste in their mouth and previous research has shown they may take their business elsewhere.

“Our proposed cross-selling strategy offers a solution for retailers to minimize revenue loss without imposing significant costs on both the retailers and consumers,” says Prof. Lee.

The study appears in the July issue of the Journal of Consumer Psychology.

BizNews

For those marketing contents, weekly episode releases drive higher viewer engagement and subscriptions on platforms

Marketing people, pay attention: the drip-style release schedule boosts both engagement and subscription revenue.

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Gradually releasing TV show episodes, rather than offering full seasons all at once for binge-watchers, significantly increases engagement on subscription video-on-demand (SVoD) platforms, leading to substantially higher subscription rates.

This is according to a study that provides the first large-scale causal evidence from a real-world randomized field experiment showing how release strategies shape viewing patterns, content discovery and retention across 84,000 viewers over a five-week randomized trial.

The study, “When Less Is More: Content Strategies for Subscription Video on Demand,” was authored by Miguel Godinho de Matos of Católica Lisbon School of Business and Economics, Samir Mamadehussene of the University of Texas at Dallas and Pedro Ferreira of Carnegie Mellon University.

To conduct their study, researchers made sure that across a five-week randomized field trial conducted with a major multinational telecommunications provider, viewers were assigned to a gradual (drip) release schedule. As a result, they found these viewers were 48% more likely to continue using the platform. They were more likely to return on a weekly basis to explore additional content.

When the researchers studied the all-at-once release of episodes, they found that while this approach initially attracted more binge-watchers who were eager to start a new series immediately after launch, those platform users did not engage with the platform over time in a more sustained way.

“The moment all-at-once viewers finish a fully released show, they often leave the platform,” de Matos said. “A drip schedule keeps viewers engaged for weeks, giving them time to search, browse, and find other shows they enjoy.”

“Releasing episodes slowly creates natural touchpoints that bring viewers back each week,” said Mamadehussene. “Those repeated visits dramatically expand content discovery and strengthen retention.”

When given all-at-once access, drip-release viewers tended to watch fewer episodes the first week, but they did watch significantly more episodes in later weeks. They increased exploration of the platform catalog, and ultimately consumed more total content than those given all episodes upfront.

At the end of the free trial, drip-release users were 1.7% more likely to subscribe, a 48% increase over the all-at-once group’s baseline subscription rate of 3.48%.

To be sure, the study found that this effect varied based on binge-watching preferences. For heavy binge watchers, the lack of immediate access to full seasons reduced engagement, lowering subscription likelihood. These findings help explain why major streamers which popularized binge releases, such as Netflix, have increasingly adopted weekly or hybrid release models.

“Our results show that the drip-style release schedule boosts both engagement and subscription revenue,” said Ferreira. “When it comes to sustaining audience interest, sometimes less really is more.”

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BizNews

3 Filipino MSME owners share how to enter your easy era of business

When presented with the opportunity to use solutions, more business owners are discovering the advantages of adopting new tech innovations — especially when it comes to payments.

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Many of today’s MSMEs are born from a passion: a recipe that’s been passed down for generations, a love of coffee and pastries, or a vision to showcase local fashion and design to the global stage. But turning that passion into a sustainable business is another thing on its own. Day-to-day challenges like managing orders and keeping payments on track can be overwhelming.

As businesses grow, so does the need for better tools. While there’s no shortage of tech in the market, many MSMEs often steer away due to cost and complexity. However, when presented with the opportunity to use solutions from GCash for Business, more business owners are discovering the advantages of adopting new tech innovations — especially when it comes to payments.

One innovation is GCash SoundPay. This device provides instant voice confirmation for every successful QR payment made. It’s easy to carry, affordable, and simple to use – requiring only a fully verified GCash account of at least 12 months to get started.

For Nikko Mendoza of Smthn Smthn Cafe in Davao, Michael Chan of Mom Rose Chicken Lechon in Bacolod, and Emgee Po of Get Spotted in Bacolod, embracing digital tools has helped them grow their brands while allowing them to enter a new era of ease.

Here’s what they’ve learned:

1. Faster checkouts make everyday transactions feel hassle-free Michael Chan, Mom Rose Chicken Lechon

Mom Rose Chicken Lechon was born from both necessity and memory. When the pandemic shut down their carinderia in 2021, the Chan family shifted to making their signature Spicy Chicken Lechon, a dish inspired by their late mother, Rosemarie.

To this day, the business honors her wish for “a happy family,” and GCash SoundPay helps them keep that promise by ensuring this joy extends to their customers by making everyday payments stress-free.

“Most of our customers prefer GCash now. With GCash SoundPay, payments are faster and more reliable, so we can focus on serving food that makes people happy,” Michael shares.

In store, each team member carries their own GCash SoundPay device, worn with a lanyard and ready to use. This allows them to accept and confirm payments anytime, anywhere. No need for long waiting lines and just one payment acceptance device at the counter. Because of the real-time audio alerts, transactions move quicker, and the team can focus fully on serving their customers more efficiently.

2. Tech is a driver of growth. – Emgee Po, EMGEE by Get Spotted

A thesis project in 2011, EMGEE by Get Spotted is a local fashion brand from Bacolod that is now making waves internationally. Its founder, Emgee Po, partners with Negros weavers and Angono seamstresses to create one-off designs that are proudly Filipino. From a mall location in Ayala Malls Capitol Central to pop-ups in Paris and soon New York, EMGEE continues to expand its reach.

GCash played a role in how Emgee connected with customers. She first used her personal GCash account for payments, where cashless transactions made it easier to keep up with multiple customers paying at the same time.

“Most [of] our sales for the shop would be [through] credit cards and GCash. It’s very easy and it’s very convenient [to go cashless],” Emgee shares. But as the business grew, the confusion of mixing personal and business transactions and manually checking her phones to confirm payments started becoming a challenge.

That’s why she moved to GCash for Business. With GCash for Business, she now has everything to confidently grow her business such as an easy-to-use business wallet, no limits, no transaction fees. Now, there’s no more mixing personal and business payments.

3. Businesses benefit from an easy-to-use platform  – Nikko Mendoza, Smthn Smthn Cafe

What started as seasonal pastries grew into a full-fledged garden café in 2024. Since day one, Smthn Smthn Cafe in Davao has accepted GCash payments to serve its customers better. But as the café expanded, owner Nikko Mendoza realized he needed more than just a way to receive payments.

With the new GCash for Business Portal, businesses get access to an easy-to-use platform to track and manage all online transactions in one place. It includes a simple, , easy-to-use payments tracker and management system, no wallet limit when receiving cashless payments from customers, and no transaction fees when paying suppliers through GCash. Additionally, the portal allows merchants to pay their suppliers directly through bank transfer or even to their GCash accounts with no fees, reducing the need to use multiple platforms and pay multiple fees.

For Nikko and his team, utilizing a system like the GCash for Business Portal means more time to focus on running the café, and less time worrying about payment limits, fees, or keeping track of scattered transactions.

Tech Made for Business’ Easy Era

From Manila to Bacolod to Davao, these small business owners show how digital solutions are helping them experience ease everyday in their operations. With GCash SoundPay and an upcoming new device that enables merchants to accept credit card payments through their phone, GCash for Business continues to provide MSMEs a selection of tools tailored to their specific needs per industry.

Utilizing these solutions also comes with a dedicated business account in the new GCash for Business Portal, providing a dedicated dashboard where business owners can order devices and manage their business transactions in a simple, easy-to-use business portal with no limits and no fees.

Learn more about how GCash for Business can empower your business and sign up today with just a GCash verified account of at least 12 months.

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BizNews

Year-end tax and financial planning tips from CPAs

Talk with your CPA or CPA Personal Financial Specialist (CPA/PFS) as soon as possible,.

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The American Institute of CPAs (AICPA) advises taxpayers to take action and make year-end tax and financial planning moves that can help prepare them for 2026, especially at tax time.

“Taking action before the end of the year can be a huge benefit to your financial health in 2026,” says Dan Snyder, CPA/PFS, Director of AICPA Personal Financial Planning. “There have been many changes in the tax and financial planning space this year and now is the time to educate yourself and make changes that can affect your tax bill before April 15, 2026.”

TAX TIPS

  • Standard deduction is higher for next year: Under the new tax bill, the standard deduction has been permanently increased and indexed for inflation. With higher standard deduction amounts, taxpayers should consider bunching itemized deductions. 
     
  • Charitable Giving Taxpayers need to consider timing of charitable donations before the tax law changes in 2026. In 2026, a small above-the-line deduction will be available and, for itemizers and high-income taxpayers, the tax benefits of charitable giving will have new limits. Taxpayers should also make sure to keep thorough records of all donations, including receipts and bank statements.
     
  • Check your W4 withholdings: Accurate withholding helps ensure that you are paying enough tax through payroll and reduces the chance that you will owe a significant amount on your next tax return. 
     
  • Senior bonus deduction: Taxpayers age 65+ with AGI under the limits may claim a $6,000 deduction for 2025-2028. Qualifying taxpayers may want to consider ways to reduce their taxable income to qualify for the deduction.
     
  • Check your qualifications for deductions on tips and overtime: Applicable for tax year 2025, a new federal tax deduction is available on overtime and tips. There are income phaseouts and reporting requirements for these deductions.
     
  • Take advantage of the new deduction for buying an American car assembled in the US: This new deduction applies to tax year 2025 and allows individuals to write off the interest paid on auto loans for these vehicles, up to $10,000. There are income phaseouts for this deduction.

PERSONAL FINANCIAL PLANNING TIPS

  • Update beneficiaries if necessary: This can be an easy way to save yourself and your heirs from an expensive mistake. Review your designations for items like life insurance and retirement plans and make sure beneficiary names are updated. Beneficiary forms supersede will and trust directives when settling an estate.
     
  • Consider a Roth IRA conversion: Consider converting traditional IRA funds to Roth IRAs if you expect higher future tax rates and fits your retirement (to allow tax-free distributions) and estate plans (heirs would inherit tax-free asset).
     
  • Plan for education: Recent changes to legislation, in particular, for 529 plans, may qualify contributions for state tax deductions and allow gifting up to IRS limits but these contributions need to be made by the end of the year.
     
  • Harvest your investment losses and gains: Align your harvesting strategy with current and projected income levels to make the most of available tax thresholds. Consider selling investments that have declined in value to offset capital gains to reduce your taxable income. If you are in a lower tax bracket or have unused losses, you might benefit from selling appreciated assets to lock in gains.
     
  • Spend through flexible savings accounts: Now is the time to “use it or lose it “when it comes to Flexible Savings Accounts (FSAs) or Limited FSAs. Some FSAs will allow you to carry over a certain amount, so be sure to check your individual plan to see if any of those funds carry over into next year.
     
  • Take all of your Required Minimum Distributions (RMDs): If you miss the deadline, you could be subject to a 25% penalty on the portion of your RMD you failed to withdraw.
     
  • Catch up on your 401k contributions: If you are over the age of 50, you can contribute up to $31,000 to your 401k plan in 2025. There is a special rule for those aged 60-63 that allows additional contributions for a total allowable contribution of $34,750 for 2025, with additional strategies that can allow even more. Make sure you’ve maximized your contributions and make plans to modify your contribution amounts for 2026.
     
  • Take advantage of Medicare Open Enrollment: Medicare Open Enrollment ends December 7, 2025. Evaluate your prescriptions, potential changes in insurance drug lists and how effective the plan you currently have has been for your health needs. Consider making changes to your plan or adding additional coverage. For 2026, Medicare has implemented a $2,100 out-of-pocket maximum for Part D prescription drugs.

“Talk with your CPA or CPA Personal Financial Specialist (CPA/PFS) as soon as possible,” says Snyder. “They have the knowledge to best help you with taxes and much more for this year and next. The more communication you have with him/her, the better they can help you plan for your financial future.”

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