Here’s some smart CRM: Staples tracks in-store purchase history by credit card.
I recently found myself with a (rather expensive) box of printer ink for a printer I no longer use. The ink was not a terribly recent purchase, and I had no receipt for it. But I didn’t need it, and I knew it came from Staples.
So off to Staples I went, ready with my best pained eyebrows and apologies. Which were swiftly interrupted by the cashier, who asked, “Do you have the credit card you purchased it with?”
“I assume this is the card,” I said, handing over my American Express. She swiped it into her register, confirmed my name, found the ink in my purchase history and promptly processed my refund. No signature required.
This system must have taken much effort and expense on Staples’ part. But it’s so simple and rewarding, it deserves to be implemented elsewhere.