For consumers e-commerce is increasingly the preferred method for shopping. Younger shoppers already embrace it and more frequently older shoppers are as well. As e-commerce continues to grow, companies need to adjust their approaches in order to win customer loyalty. According to Nasdaq, by 2040, 95% of purchases will be facilitated through e-commerce. Winning this race depends on how quickly you can scale your offerings including customer service, delivery and the returns process. Customers continue to adopt a “get it now” mindset which must be embraced by retailers.
With peak season upon us and same day deliveries from U.S. retailers achieving record volumes let's look ahead to the growth of same day delivery in 2019 and the opportunities for retailers.
In the movie “The Wolf of Wall Street”, the main character is asked to sell a pen; most people immediately start thinking about selling techniques and words they can use to sell the pen. However, that is not the first question not even the second; it all starts with who is your customer? To understand the direction of the customer while also considering what is the intent of the pen? What is the customer’s main concern?
Same day delivery is a basic consumer expectation but too often companies replicate other solutions rather than creating one that is best for their brand and customers. This episode of Talking Logistics highlights the need for a holistic approach to same day solutions.
Last mile delivery is the end of a complex supply chain and the best opportunity for brands to make an impression on their customers. There is a face-to-face interaction that can make or break a customer's perception of a brand.
The challenge for any last mile provider is handling an output from a process they have no control over. Creating a great customer experience in last mile delivery doesn't start with picking up the order, it starts with the internal process a brand chooses to manage its last mile solution.
Customer expectations are growing in all aspects of the shopping experience and logistic companies are challenged to develop better solutions. Recently, at the Ecommerce Operations Summit in Columbus, Ohio Pulse Commerce presented data demonstrating the Amazon effect. There are many ways logistics, in particular last mile has changed due to Amazon. Before Amazon, customers only considered the online buying experience when choosing an online retailer.One effect of Amazon emerging as the leading online retailer is that customers now consider the after-purchase experience as crucial as the buying experience. Key components of the after-purchase experience are delivery and customer service. Agile, fast and free delivery services, real time information, returns and issue resolution are now essential to shopping along with the traditional price and online interactions. A positive experience in all aspects builds loyalty.