For the modern consumer, e-commerce is often a preferred way to shop. Young shoppers readily embrace it and more frequently older customers are beginning to shop online as well. As e-commerce continues to grow, companies need to adjust their strategies in order to win customer loyalty. According to Nasdaq, by 2040, 95% of all purchases will be facilitated through e-commerce. Customers continue to adopt a “get it now” mindset which must be embraced by retailers. Therefore, businesses must scale what they offer including customer service, delivery, and returns processes.
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 it presents to 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 you should be asking. Instead, it all starts with who your customer is. To determine the intent of the pen, you have to understand the direction of the customer. What is the customer's main concern?
Same day delivery is a basic consumer expectation, but companies too often 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 a lasting impression on their customers. In this last mile, there are face-to-face interactions which either make or break a customer's perception of a brand.
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, and in particular last mile delivery, has changed due to Amazon. Before Amazon, customers only considered the online buying experience when choosing an online retailer.